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Manager Apoc Service Sales and Operations

4 months ago

Princeton, United States Abbott Laboratories Full time

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Abbott Point of Care is a global leader in providing critical medical diagnostic and data management products for rapid blood analysis that are intuitive, reliable, and cost-effective. Our i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making. The i-STAT System has the industry’s most comprehensive menu of tests in a single, with-patient platform, including tests for blood gases, electrolytes, chemistries, coagulation, hematology, glucose, cardiac markers, and traumatic brain injury (TBI). By delivering lab-quality results in minutes, our i-STAT System fosters a collaborative, patient-centered environment while driving improved operational performance.

**The Opportunity**

Abbott Point of Care has an opportunity based in Princeton NJ for a **Manager Service Sales & Operations**. The US Service manager will lead a dynamic service team responsible for selling and delivering world class service to APOC’s International and Domestic customers. Key responsibilities will include defining and executing APOC’s overall service strategy which includes defining program offerings, key performance indicators, sales strategy, and service operation procedures. This role will collaborate closely with District Sales teams to create and execute customized service offerings aligned with customer requirements and the US commercial strategy. This role is responsible for the growth of the service business and an annual financial sales plan in excess of $20 million.

**What You’ll Work On**
- Provide overall leadership of the APOC service Team and ensuring the successful delivery of the annual sales plan.
- Supervise operations and performance standards of the service operations team; overseeing all the essential duties and responsibilities of Customer Service Specialists for both International and Domestic customers
- Problem-solve and interact with all International and Domestic customers as well as other departmental associates; support the field team with contract negotiations (including contract strategy development) and lead the planning and development of new strategies and procedures within department.
- Develop and execute complex service solution programs for hospitals, IDNs and outpatient facilities which address your customers capital equipment service requirements and maximize long-term partnerships with APOC.
- Day to day leadership of the service team including all administrative and tactical components of people management such as but not limited to providing supervision and leadership to ensure goals and objectives are met; manage staff and monitor staff workload/performance; development of annual Performance Objectives, Quarterly Departmental Goals, Performance Reviews, performance management, and merit review.
- Leading from the front: which includes answering incoming customer telephone calls and resolve customer problems, specifically those of a complex nature, act as Customer Advocate to bring about proper resolution to Customer complaints and inquiries.
- Define, refine and initiate new processes to improve department efficiency and support continuous improvement efforts including the creation/maintenance of new and existing customer service related SOPs
- Ensure the service team understands and complies with all applicable EHS policies, procedures, and guidelines.
- Responsible for implementing and maintaining the effectiveness of the Quality System.
- Partner with District Managers, Point of Care Sales Specialists and Regional Key Account Managers in Key High Priority accounts to initiate awareness & adoption of the TBI test and accelerate sales cycles and ensure the clinical adoption of the i-STAT TBI test to meet or exceed monthly, quarterly, and annual TBI Sales objectives.
- Establish and manage accurate service sales forecasts, and business insights.
- Educate Key APOC Stakeholders and define key initiatives to ensure you’re the sales team successfully achieve the Service Annual Financial Plan.
- Synthesize customer and competitor insights, market, and industry challenges to position the APOC service programs to ensure long-term customer success.
- Develop customized solutions for your customers that leverage emerging requirements/capabilities to deliver differentiated service programs.

**Required Qualifications**
- Bachelor's degree preferably business (e.g., management, accounting, operations)
- 7+ years relevant business experience, preferably in a Call Center/Customer Service environment in the medical field.
- Demonstrated track record of