Job Description

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.

Abbott Molecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.

Primary Function:

• The Area Field Service Manager is responsible to manage daily field service operations for Molecular Diagnostics in the assigned region, in alignment with country commercial operations.
• Lead a team of field service engineers and / or team leaders and provide exceptional customer service in a technical service environment.
• Focus on management and continuously improve the quality-of-service delivery in direct sales and / or partners countries, including service business reviews and the implementation of development plans.
• Involved in the implementation of engineering service - related projects in the assigned region.

Major Responsibilities:

• Manages day-to-day service operations in direct sales countries, based on customer requirements and resources.
• Liaise with distributor, customer technical teams, as well as cross functional partners (Marketing, Commercial, Logistic, Quality, Regulatory) to ensure smooth business operations.
• Manages distributor and direct service teams on key performance indicators, development, and implementation of service quality improvement plans.
• Develop and maintain relationships with new and existing customers / distributors by negotiating and securing service contracts for labor and comprehensive maintenance packages.
• Plan and oversee service governance and compliance activities across service, escalating issues to the senior management and ensuring organizational learnings are implemented within country / countries to mitigate risks and drive continuous improvement.
• Monitor country level service performance using relevant data / dashboards, share insights regularly with stakeholders and use to adapt strategic priorities in business collaboration.
• Responsible for engineering service-related projects that vary in size and complexity in line with the corporate strategy by taking a leading role in ensuring service readiness in the respective country / countries to ensure both business objectives are achieved.
• Supervise activities between internal and external resources and facilitate smooth workflow for service delivery technical operations.
• Formulate, monitor, and continuously improve service support policies, procedures, and processes in line with the Global Service Support strategy and the business needs to ensure the future growth of the service business opportunities within country / countries.
• Plan, track and monitor the tasks (installation, preventative maintenance, technical service bulletin, instrument service advisory) assigned to the FSE / team leader. Review with them to ensure that all tasks and deliverables meet quality, ISO requirements and service levels.
• Responsible for resource forecasting and planning, revenue, and cost targets for service (P&L).
• Prepare and manage budgets and monitor appropriate cost information from relevant financial systems. Focus on minimizing discretionary spend and ensure proactive control of costs.
• Monitor and improve team performance, providing leadership, coaching, and performance management.
• Lead and manage teams to ensure everyone’s potential is fully developed and inspire a culture that ensures the delivery of business outputs.
• Through utilization of productivity reports and effective performance management, manage the behaviors and performance of team members, where appropriate ensuring that all concerns are managed in accordance with relevant Company procedures.
• Keep up with a high level of technical knowledge to be able to manage the FSEs.
• Promote and drive exemplary health and safety culture and performance to ensure safe and efficient delivery of all works associated with the overall district delivery plan.
• Maintain a repair parts inventory and provide input on parts usage related to failures.

Requirements:

• Bachelor's Degree in Mechanical, Electrical or Biomedical Engineering/Life Science
• Minimum 7 years relevant experience in field service, preferably in the Diagnostics/Medical Devices/Healthcare field.
• Minimum 3 years of proven people management experience
• Knowledge of regulations and standards affecting IVDs and Biologics.
• Have an ability to troubleshoot and repair electromechanical instrument systems.
• Ability to understand and troubleshoot software-based PC programs.
• Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.
• Understanding the fabrication of parts, electromechanical motion control, and mechanical alignment is essential.
• Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.
• Ability to manage a team of engineers and build an environment for collective success.
• Excellent communication skills – including both verbal and written.
• Project management experience is preferred

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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.

Candidates will work with a modern tech stack on a Software as a Service cloud platform as well as internal and external APIs to improve the health and well-being of users in over 25 countries in a large-scale system responsible for processing billions of messages daily. The candidate should bring passion for software engineering and a desire for continuous learning as well as versatility, leadership qualities and a desire to shape the direction of the team. Candidate will support building scalable, highly available, efficient, and secure cloud solutions for a medical device SaaS.

MAIN RESPONSIBILITIES

• Design and implement services and components utilizing Go for cloud-based platforms
• Collaborate with internal and external partners to develop and integrate with APIs that empower to share and utilize their medical data in partner systems
• Design and implement unit testable code that are highly maintainable
• Collaborate directly with InfoSec to design and implement secure solutions
• Collaborate with both internal and external team members to to shape and define API contracts
• Provide new ideas and insight in collaboration with the data services team
• Ensure performance, uptime, and scale, maintaining high standards of code quality and thoughtful design.
• Contribute to significant architectural and operational decisions in collaboration with the Architecture team
• Build out our internal tooling and APIs to make business and engineering processes easier, faster, and safer.
• Implement systemic changes to align existing systems with current architectural goals
• Create diagrams, flowcharts and models that illustrate the internal design and workflow of solution components
• Collaborate as an enaged member of an agile team, realizing features through development, test, and delivery
• Engage in technical planning, design, and code reviews including peer code review of Pull Request

Requirements

• Bachelor’s Degree Computer Science, Information Technology or other relevant field
• Communicate effectively in both English and regional language
• Software development experience, ideally in Go but also in Python, Rust, Java, Spark, or C#/.NET. A willingness to learn new software development languages to meet goals and objectives
• Strong Computer Science fundamentals and experience with software development
• Eagerness to contribute beyond experience level
• Ability to work effectively within a team in a fast-paced changing environment.
• Practical experience and understanding of working with and developing APIs and microservices
• Experience with federation services, including SAML, Reverse Proxy, OAUTH/OIDC is mandatory
• Experience working with both relational and documented oriented datastores such as SQL Server, Postgresql, or MySql
• Comfortable working remotely with a globally distributed team
• Excellent written, verbal and listening communication skills
• Experience working in an agile environment.
• Practical Knowledge of Linux.