Technical Customer Solution Manager

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

1. Career development with an international company where you can grow the career you dream of.
2. A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
3. A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

Technical Customer Solution Manager

This position works out of our UAE location (or Egypt/South Africa) in the Abbott Rapid Diagnostics Infectious Diseases.

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies.

What You'll Do:

Fleet Business Sr Manager is responsible for end-to-end business operations of Pima and m-Pima business including developing and executing strategies to grow the business and optimize technical service and connectivity team workflow.

1. Responsible for Pima & m-Pima operation, drive Abbott Rapid Diagnostics fleet business ($20MM) ensuring sales, margin targets, operational and technical/repair process KPIs are met.
2. Accountable for P&L budget and financial results and project milestones achievement.
3. Accountable for technical service team optimization planning and continuous optimization for the instrument repair process.
4. Lead the technical services team across Africa for instrument training, maintenance, repair processes and ensure continuous technical performance improvement.
5. Manage instrument & service contracts and create system to maintain asset tracking.
6. Manage pricing & margin of the business and work on margin improvement initiatives.
7. Develop systems to monitor and optimize the performance of business across Africa, identifying opportunities for growth and improvement.
8. Partner with Marketing and Market Access to analyse market trends, funding allocation, competitors and customer needs to develop strategies that improve market positioning and competitive advantage.
9. Work closely with country managers, distributors and country MoH on instrument management & optimization programs.
10. Work with Regional directors/GMs to establish a highly functioning service and support team.
11. Work closely with regional marketing teams on delivering the right brand message and communication and in-field execution.
12. Build and maintain strong relationships with key customers, partners, and stakeholders to drive customer satisfaction and retention.
13. Provide technical and product expertise with respect to the instruments (pima, mpima) and executing service trainings for technical service team, distributor technical services team & onboarding initiatives.
14. Service Excellence Through the Integrated Business Planning Process (IBP), bring transparency to Asset and Service Process Metrics and Costs, always ensuring to meet committed targets through effective execution of Root Cause Analysis and assignment of Ownership and Accountability.

Major Accountabilities

1. Accountable for budget and financial results and project milestones achievement. Is responsible for $20MM revenue target.
2. Responsible to develop and lead margin improvement opportunities across business SG&A.
3. Responsible for repair process optimization, effective root cause analysis including development and execution of the corrective and preventive actions by the assigned accountable stakeholders. Provide timely communication and status updates to the leadership.
4. Responsible for Hyper-Care of new placements (mPima).
5. Staffing, training, and retention of highly skilled technical support specialists involved in customer-facing projects.
6. Highly accountable for customer feedback/satisfaction touch point result.
7. Establish business metrics and key performance indicators to monitor Sales performance, Team and Processes effectiveness.
8. All activities are in compliance with regulatory requirements for both quality System Regulations and Financial Ethics Compliance law.
9. Escalations are managed as per global escalation process.
10. Established business metrics and key performance indicators are achieved successfully.
11. A strategy is in place to achieve team goals.
12. Reports are created to monitor team performances and effectiveness.
13. Resources are used effectively.
14. Motivation and performances are maintained.

Required Qualifications:

1. Education: Degree in Electronics / Computer Science / Engineering/ Clinical laboratory Science or equivalent.
2. MBA is a plus.
3. 6 plus years of PMO, or Business Unit management experience.
4. Industry-specific experience needed minimum 10 years.
5. Proven track record in Project Management execution.
6. History of managing teams to deliver complex projects.