Chef régional des services – Diagnostics de base (Montréal, Québec) / Regional Service Manager – Core Diagnostics Division (Montreal, Quebec)

The Opportunity

As the Regional Service Manager, you’ll responsible for customer satisfaction and providing leadership to an assigned service region.

The Manager manages the daily activities of a remote group of Technical Support Specialists. The Manager also performs installations, emergency repairs, and preventative maintenance of Core Diagnostics Division instrumentation.

The Manager is responsible for the development of customer service skills of an FSE and for supporting, coaching and developing talent on the team.

What You’ll Do

• Lead a large and remote team of Technical Support Specialists, for half of Canada, providing continuous coaching in customer communication (Achieving Service Excellence) and efficient service practices.
• Responsible for budget and carefully monitors expenses through efficient use of dispatching and management of overtime and on call scheduling.
• Identifies, implements and monitors developmental plans for team of 12-14 remote employees,.per team.
• Effectively plans and schedules employees to ensure appropriate service coverage.
• Monitor on call and program phone system.
• Monitor Team ISO Train requirements.
• Monitor Team Open Service Call Report.
• Monitor Preventive Maintenance, TSB’s, ISA’s completion and assign to appropriate FSR.
• Review and approve FS Region expense reports.
• Coordinate On Call schedule.
• Ensures compliance / regulatory policies are adhered to.
• Adhere to operating procedures.
• Manage assigned spare parts at the appropriate inventory level.
• Complete service documentation and reports (service tickets, expense reports, inventory records, contract follow-up, reports, etc.

in accordance with Abbott policies and procedures.

• Sell Abbott consumable supplies.
• Analyze workload to prioritize calls and request additional support, as required.
• Coordinates Level 2 support as required for the Region.
• Demonstrates strong communication skills with both internal and external customers.
• Builds trust by regularly making and meeting appropriate commitments with external and internal customers.
• Demonstrates the ability to develop effective teams.
• Promotes acceptance of change.
• Identifies opportunities and acts to grow ADD business through collaborative efforts with sales.
• Determine the best course of action to follow under routine and pressure situations at customer sites.
• Manage Regional Field Service budget to ensure expense and revenue goals are met.
• Routinely travels with Technical Support Specialists to assess individual skill level. Provides feedback and if appropriate, provides training skill enhancement recommendations.
• Monitor training requirements and plan as required
• Monitor First Time Fix Rate (FTFR), CPY, SIFT and develop strategies to improve
• Coordinate Region project activities ie : Major installations, Convention support etc.
• Monitor Region Product upgrade (TSB) completion by due dates.

Required Qualifications

• Completed Bachelor’s degree required, preferably in Electronics / Biomedical Engineering.
• 8+ years of experience.
• Must be bilingual, English and French.
• Demonstrated leadership skills specific to talent development and regular coaching.
• Demonstrated success in managing a remote team.
• Demonstrated leadership and collaboration in cross functional teamwork.
• Excellent communication and troubleshooting skills.
• Ability to work independently.
• Resourceful with an emphasis on being extremely effective in problem solving.
• Ability to take key actions and demonstrate behavioral anchors the support all Abbott leadership competencies.
• Requires substantial travel, including air travel.
Il y a 11 jours