Service Manager Strategic Account

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

About Abbott

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.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

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’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• 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.
• 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.

The Opportunity

Our location in New York City currently has a remote opportunity for a Service Manager Strategic Account position.

• This is a remote position
• Qualified candidates must currently live in the New York City area
• Must be able to travel up to 50%

What You’ll Work On

• This position manages field service engineers to deliver superior customer service to a strategic account.  
• This position is responsible for the planning, implementation, and direction of all customer service and support activities.
• The primary goal of this position is to support customer satisfaction and business performance goals.
• A key responsibility of this position is to support and maintain the professional development of employees to increase productivity.
• This position manages a multi-functional organization to deliver superior customer service to US customers.
• This position is responsible for the planning, implementation, and direction of all customer service and support activities.
• The primary goal of this position is to support customer satisfaction and business performance goals including sales and margin.
• A key responsibility of this position is to support and maintain the professional development of employees to increase productivity.
• Impact costs by minimizing expenses while maintaining best in class customer experience.
• Interacts with systems personnel as needed to develop and change systems requirements to match current business needs.
• Responsible for supervision, development, assessment, and effective utilization of 10- 15 professional customer service advocates. Coaches, mentors, and trains advocates.

Financial:

Accountable for actions that have a direct impact on overtime and spare part spend. 

Manage budget.

Quality/ Compliance: Ensure effective implementation of Quality System and regulatory practices across their group to achieve divisional and FDA compliance, work with Quality groups to establish, and improve quality policies and procedures, ensures that employees are trained and follow established policies and procedures, ensures OEC compliance with transactions of goods and services.

Decision making:

• Makes timely technical, operational, and business decisions with high risk or consequences to the business.

Example:

• One national or key account can represent $5-20MM in annual sales.

Example:

• Lack o