Sr Manager, Capital Service Operations, EMEA (M/W)
Abbott offers comprehensive, life-changing cardiovascular products and technologies to help people live their best lives and keep hearts healthy.
Abbott Vascular is seen as a growth engineer for Abbott moving forward. As part of its development, we are currently creating a new team focusing on Capital Equipment Service in EMEA.
As a leader of this EMEA Team, the Senior Manager, Capital Service Operations (CSO), leads a multi-functional team responsible for ensuring programs and services are established and executed in a sustainable manner across a regional matrixed capital service organization. The CSO enables and facilitates the delivery of services through multiple groups and channels, including direct and indirect (Distributor, 3rd Party, etc.).
The CSO establishes strategies, standards and processes essential to service line growth, operational efficiency, and workforce productivity in support of Division capital technologies.
Core function responsibilities of this position include project management, program development and administration, business operations and service training and education.
This position regularly engages in business planning and analysis, process optimization, programs development and oversees the administration of service business operations and training programs across various products and markets. The CSO works collaboratively with internal and external stakeholders to ensure business goals and objectives are appropriately developed, implemented and operationalized to enable sustained organizational success within the commercial organizations and geographies supported.
Delivers operational excellence within a large, complex organization and marketplace assisting in driving commercial growth objectives.
Manages individuals and teams associated with the various business, program and planning functions of the capital technology franchises.
Maintains effective working relationships to seamlessly integrate the program area into the overall strategic objectives and activities of the capital service organization.
Ensures the quality policy/system is planned, understood, implemented and maintained by ensuring compliance within the department and, in partnership, throughout the service organization.
Demonstrates leadership in communicating service oriented business goals, programs and processes. Monitors progress toward pre-established objectives, assesses risk and implements strategies to ensure successful delivery of the service(s).
Leads an inside-sales function through direct and outsourced resources according to local business models.
Leads program development and implementation efforts involving current and future service offerings for all Abbott Vascular capital equipment product lines.
Leads service training and education programs involving curriculum design, training methodologies and learning plans across the organization and various service channels, including new hire and continuing education on an as needed basis.
Coordinates training administration and delivery across all service channels (Direct, Sales, Distributor, 3rd Party) and support personnel by geography on a global basis. Maintains service certification records on all service employees and other channels including Sales, Distributor and 3rd Party.
Coordinates and reports service measurements by facilitating the collection of key data, setting benchmarks, and measuring quantifiable performance indicators. Delivers regular operational metrics through business review meetings with department managers and senior leaders.
Monitors the accuracy and efficient distribution of service reports and other intelligence essential to the service organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed.
Supports the equitable assignment of service revenue objectives and ensures targets/quotas are optimally allocated to all sales/service channels and resources.
10 years experience in Capital Equipment Management in a Hospital Lab Environment
Requires highly developed leadership skills/people-management experience sufficient to assume the complex range of duties inherent in this position, including the ability to map task interdependencies, multi-task, prioritize such tasks, meet deadlines, and develop, monitor and operate within established budgets.
Demonstrated ability to forecast major milestones; must be adept at delegation, follow-up, and team building in a matrixed organization.
Demonstrated ability to understand and comply with applicable EMEA regulations and Company quality system procedures, processes, policies, and tasks.
Proficient personal computer skills including spreadsheet skills, word processing, database management, and other relevant applications.