Global Technical Service Manager
1 mese fa
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.
Job SummaryWe are seeking a highly skilled Global Technical Service Manager to join our team. This role will be responsible for overseeing the global technical service experience strategy and planning, insights, and operations, and developing best-in-class service and technical documentation standards in the division for AlinIQ products with a primary focus on AlinIQ AMS.
Key Responsibilities- Support the US AMS expansion strategy by providing ITS oversight and AMS skill development for the US Area Delivery organization.
- Direct management of Technical Writers for Service documentation and Global Service Professionals/SMEs.
- Define objectives, responsibilities, team goals, and ensure goal achievement.
- Support the development of value creation strategies for Service and technical documentation and ensure their implementation.
- Indirectly responsible for technical Services provided by external service vendors & third parties.
- Direct the allocation of work and coordinates team members to ensure prompt and efficient services to internal stakeholders and clients.
- Define goals, manage performance, conduct regular 1:1s and annual appraisals.
- Ensure best-in-class service delivery in line with customer expectations and divisional guidelines, such as Net Promoter Score (NPS).
- Create new and innovative methods to support effective AlinIQ AMS launches, including GLP integration, which also includes service documentation and technical support.
- Strive for continuous improvement.
- Support the Area team and clients in taking care of escalated Service queries.
- Ensure compliance of Service team's activities with the applicable Abbott quality standards, policies, and procedures regarding safety, confidentiality, HR, Finance, general administration, and reporting.
- Effectively applies analysis to determine root causes of problems and creates alternative solutions that resolve the problems in the best interest of customers and the business.
- Anticipate what could happen in the environment and what could be done if specific events occur. Incorporate new patterns of behaviors and expect new and better thinking from each other in line with the ongoing needs of our businesses.
- Plans and prioritizes work to meet commitments aligned with organizational goals. Gains clear understanding of tasks needed to complete work, identifies resources needed to carry out plans, and delivers the work in an excellent quality level.
- Knows the most effective and efficient way to get things done with a focus on continuous improvement.
- Coaches, motivates, and develops talent, not just a selected few.
- Sets and clarifies performance targets and objectives. Applies performance management system, practices, and tools to develop and improve individual, team, and organizational performance.
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