About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This national position works remotely in the Core Lab division. Candidates should ideally be based in Ontario.

As the National Service Manager, you’ll have the chance to provide direction and leadership to the organization comprised of Field Service, Implementation, Integration, Customer Training & Training Centre, Project Manager and Customer Support Center organizations.

What You’ll Do

Responsible for growing Canada’s core laboratory and hematology market share by serving the service, education, training and field technical support requirements of our customers. Through the comprehension of the needs and expectations of the customer the Manager will develop, manage and execute compelling customer service, training, technical support and implementation strategies that align with business objectives and drive profitable growth.

The Manager will work with all levels of Core Lab’s commercial and service organizations to develop and execute strategies to position and drive the adoption and utilization of laboratory solutions to core diagnostic laboratories across Canada. The Manager will actively participate in the development and execution of the following pre-and post-sale activities:

Serve and support the business by providing world-class field technical and training support to our customers; Customer Education and Training; Customer Go-Live Readiness, Implementation and Support; Proactive Customer Care Oversight and Field Technical Support Services.

• Responsible for implementing and maintaining the effectiveness of the quality system;
• Develop and implement appropriate organizational structures and strategic plans to ensure customer expectations are met, while also managing key balance sheet and income statement drivers to ensure positive impact on Core Lab Canada’s economic profit;
• Develop and implement service revenue strategies specific to each of the key customer segments;
• Manage Field Service, Application Specialist, Training, Project Manager and Customer Support Center budgets to ensure expense and revenue goals are met;
• Develop, motivate and challenge staff to achieve top performance. Champion all elements of the Performance Excellence process by supporting direct reports’ efforts developing appropriate Goals, Core Job Requirements and Growth Plans and providing feedback on a regular basis;
• Provide service, customer training and implementation plan responses for all RFPs;
• Promote service support of sales initiatives and value expansion opportunities;
• Perform customer business reviews as required;
• Maintains regular contact with the sales and marketing organizations and communicate; information gained to drive to common goals and objectives, including accelerating implementations;
• Develop and maintain succession plan and address future staffing issues in a proactive manner;
• Monitor performance/refocus resources/ ensure achievement of operating plan. Anticipate and respond to changing market conditions;
• Review monthly department P&L, revenue and key metrics (develop improvement action plans as required);
• Prepare for and participate in MBR and Service IBP meetings;
• Monitor training requirements and plan as required;
• Monitor Region Product upgrade (TSB) completion by due dates;
• Prepare yearly budget for all departments and develop P&L improvement plan;
• Perform employee evaluation and prepare development plans.

Required Qualifications

• Completed Bachelor’s degree required.
• 8+ years of experience in a similar role.
• Excellent communication skills in English (French is a strong asset).
• Negotiation, critical thinking and problem solving skills.
• Track record of effectively recruiting, coaching and mentoring top talent.
• Team oriented – builds strong relationships at every level of the organization and is a strong motivator who knows how to influence and get others to consistently do their best work.
• Service oriented – achieves exceptionally high levels of customer satisfaction by carefully analysing customer requirements and overcoming all hurdles to adapting service delivery to those requirements.
• Advanced skills in MS Office (Word, Excel, PowerPoint).
• Ability to travel frequently, approximately 30%.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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