Sr. Manager, Capital Service
Abbott
- Singapore
- Permanent
- Full-time
- 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 St. Jude Medical 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.
- Establishes process and targets for customer experience measurement employing standard SJM practices yielding CSAT data and information. Generates and distributes regular reports by segmentation and trend analytics. Acts as a Customer advocate by maintaining proper feedback and escalation channels for service managers in response to Customer engagement opportunities as a result of survey activity.
- Contributes to annual operating plans involving service revenue forecast, investment planning, and budgets related to the service organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the service organization’s planning efforts. As needed, coordinates planning activities with other functions and stakeholders.
- Works cross-functionally by providing assistance with service incentive compensation administration on an as-needed basis, or when required to arbitrate or clarify the application of service compensation program policies and procedures.
- Proactively identifies opportunities and prioritizes projects related to efficiency initiatives and process improvement.
- Assists in the development of commercial services programs and offerings, tailored to local markets where necessary and promotes the introduction and long term adoption into the selling model.
- Implements enabling technologies, including CRM, to field service teams. Monitors the assigned service organization’s compliance with required standards for maintaining service data. Works closely with service management to optimize the effectiveness and adoption of information systems/technologies.
- Represents the service organization on core teams, as assigned, relating to product launches, responsible for defining service criteria, training requirements, resource determination, market launch readiness and other service requirements ensuring workforce enablement and launch execution.
- Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Singapore : DUO TowerADDITIONAL LOCATIONS:WORK SHIFT: StandardTRAVEL: Not specifiedMEDICAL SURVEILLANCE: Not ApplicableSIGNIFICANT WORK ACTIVITIES: Not Applicable