Emea Av Capital Service Operations Leader
vor 2 Wochen
EMEA Capital Service Operations Manager.
The EMEA Capital Service Operations Manager is responsible for leading teams in the EMEA Capital Services Vascular Division functions including Coordinating center, Service operations, Service administration, and in-house Service Center, partners with Service and Commercial Leadership Team in growing services business through continuous improvement and drive of customer satisfaction.
Role and Responsibilities:
- Maintain the Abbott Medical Vascular Service Tools and Calibrated devices. Plan calibrations and managing the pool in function of the team expansion in a costeffective way ensuring service continuity at all times.
- Maintain data in service databases, systems relevant to capital equipment services, ensuring master data integrity as well as development and maintenance of operational and performance reports and dashboards.
- Setup tools to visualize and report Service KPI's and report on a monthly, quarterly and annual base.
- Create consistency in Invoicing Reports for all billable interventions across the countries in EMEA and align with global initiatives and processes.
- Assist in developing Warranty conversion and Contract Renewal Reports ensuring business opportunity management consistence across EMEA and aligned to Global Services.
- Manage scheduling and dispatch operations of the assigned field service organization, supporting operating efficiency and strategic mobilization of the workforce.
- Assist the Abbott Medical quality organization by driving adherence to standard operating procedures for product complaint reporting and planning, process mapping, execution, and progress updates for field corrective actions related to the capital equipment platforms. Assure to stay in line with local legislations.
- Responsible for the EMEA input on all Service software tools (eg. CRM tool, Share Points, ) Leads the development and implementation from all these resources from an EMEA point of view.
- Facilitate general interdepartmental communications and interfacing, mainly with the Global Core Service team and the EMEA Commercial Teams across the affiliates.
- Manage training and orientation to new staff and on new tools & processes.
- In close collaboration with the Service Center Manager, lead and monitor the inhouse field service activities.
- Setup and monitor and report inhouse service KPI's to ensure customer satisfaction and enable continuous improvement.
- Implement where applicable new inhouse activities to support the field service team to increase overall efficiency and reduce unnecessary travels.
- Review local requirement and standard and translate in a business case for development of the Vascular Service Center.
- Manage performance of all personal, delegating appropriate and challenging assignments to encourage growth, development, and independence.
- Provide data and analytics during regular performance reviews, delivering on a set of operational and financial targets established annually.
- Participate and/or lead strategic planning, budgeting, forecasting for area of responsibility.
- Uses solid people management and network abilities to establish a positive team spirit by inspiring all team members as well as the matrix organization.
- Develop budget and expense review strategy; creates scope definition documents and create proactive cost containment strategies and communicates with the team; regularly reviews budget/expenses.
Your Profile:
- Bachelor's Degree in technical field or equivalent experience (emphasis on electrical or hardware engineering preferred). Alternative a bachelor's degree in Business Administration or equivalent with proven technical experience can be used.
- A minimum of 10 years of progressively more responsible business administrative experience is required and 3 or more years of experience in leadership in businesses in medical systems is preferred.
- Requires a demonstrated knowledge of the practices and procedures of the function, company products, policies and programs.
- Experience developing, implementing, capital service procedures is a key asset
- Knowledge of warehouse executions is a plus
- Strong verbal and written interpersonal, communication & organizational skills with ability to effectively communicate at multiple levels in the organization.
- Analytical ability, originality and/or ingenuity required, strong organizational and followup skills, as well as attention to detail.
- Experience working in a broader enterprise/crossdivision business unit model preferred.
- Ability to work in a highly matrixed and geographically diverse business environment.
- English is a must, any additional European languages is a plus
- Ability to be flexible and respond to situations at short notice, international travel up to 25%
- Multitasks, prioritizes and meets deadlines in timely manner
- Ability to leverage and/or engage others to accompl
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