District Service Manager

Role Overview

• Responsible for implementing and maintaining the effectiveness of the quality system.
• Guides, coaches, and directs a staff engaged in providing direct service and support to Abbotts Diagnostics Division (ADD) customers or other clients.
• Promote ADD product and image by providing superior service and support to the customer.
• Applies an understanding of diagnostics systems and products; and how they operate in customer environments to ensure adequate support and service.
• Utilizes the documentation and information processes in ADD and understands the requirements of the quality system to ensure records and data are properly collected and maintained.
• Operates within the constraints of the financial budget; produces data to help support the development of the budget.
• Provide technical direction to staff.
• Assure availability of advanced technology to area of operations and that people are trained and familiar with the applications required for their jobs.
• Understand trends in the industry to make recommendations for improvement in our operations and define the requirements for improved operations.
• Maintains an awareness of customer issues and provides recommendations on emerging trends.
• Implement processes and procedures to support business objectives.
• Prepares reports and tracks product complaints and reliability, makes recommendations to improve service and support.
• Serve as role model for subordinates, coach, and mentor staff to enhance professional development.
• Complete performance reviews and assist with development planning for individuals within the group.
• Assure that unit goals and objectives are communicated.
• Build an effective team, motivate, and inspire staff; assess team performance.
• Make staffing decisions appropriate for the project.
• Frequent interaction with customers, field service/support personnel, frequent interaction with local Sales staff to determine appropriate selling and service tactics.
• Maintains a positive working environment.
• Ensures open communication and problem resolution occur in a positive manner.
• Negotiate with customers to resolve service issues and improve relationships.
• Ensure adequate two-way communication with service, support, and sales districts to coordinate appropriate support levels.
• Negotiates transitory resources to meet short term needs and priorities.
• Uses industry, technical and product knowledge to solve problems and resolve operational issues, use standard tools, metrics, and systems to evaluate data, understands trends and the impact on business, provides adequate data to define issues, assesses performance data for impact on business and customer.

Requirements

• Must live in the Georgia area.
• Must be able to travel up to 50%.
• Must have a Valid Driver’s License.
• Bachelor's degree with 4-5 years’ customer support experience preferably in the diagnostics industry or in a lab environment, or equivalent combination of education and work experience.
• Knowledge of regulations and standards affecting IVDs and Biologics.

Benefits

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit
• an affordable and convenient path to getting a bachelor’s degree.
• 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.