Team Lead Customer Support Molecular Diagnostic EMEA (m/f/d)

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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 109,000 colleagues serve people in more than 160 countries.

Connect with us at www.abbott.com, on LinkedIn at www.linkedin.com/company/abbott-/, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

In Germany, Abbott has more than 3,000 employees working in manufacturing, research and development, logistics, sales and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Witten, Cologne and Jena. Abbott Automation Solutions in Hamburg (formerly GLP Systems) is now Abbott.

Abbott Molecular Division is looking for a

Team Lead Customer Support Molecular Diagnostics EMEA (m/f/d)

for the department EMEA Service & Support based in Wiesbaden.

The Team Leader is responsible to build and manage an effective technical support team to achieve maximum customer satisfaction. This role has direct impact on the level of customer satisfaction, the quality of customer and internal education, as well as the level of compliance to the Abbott Molecular (AM) Quality System and Procedures.

Main Responsibilities

• Manage a multinational team across borders mainly remotely
• People management including hiring and on-boarding, development and Performance management
• Manage and oversee available human resources to achieve AM support goals and KPIs
• Establish mechanisms to measure workload and team performance and provide reports to next level management on a regular basis
• Identify performance gaps and additional needs of team members such as missing knowledge or skills, needs for product or skill training and develop action plan together with next level managers
• Provide coaching to team members to constantly improve individual knowledge of products, systems and processes
• Act as project manager for the implementation of new systems and tools such as Customer Relation/Call management systems, resource evaluation and management tools and Quality System (QS) relevant databases and tools
• Closely collaborate with Field Service Engineering and Commercial teams in order to ensure excellent client satisfaction levels
• Ensure full compliance to AM Quality and Regulatory Procedures, meet the timeline and closure goals for complaint registration and investigation as defined by QA and Service/Support Management
• Ensure full compliance to Environmental Health and Safety (EHS) regulations
• Provide remote support to Abbott Molecular customers in Europe, Middle East and Africa
• Investigate error conditions, diagnose probable root causes and provide troubleshooting solutions over the phone or at customer sites
• Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timeline
• Escalate system or assay immanent failures to the next support level and provide relevant data describing failure conditions and requests for enhancements to facilitate fast problem solution and continuous improvement of AM products and services
• Form the link between technical organizations in AM as well as outside partners to facilitate an effective flow of information
  

Your Profile

• Scientific degree or High School Diploma in Molecular Biology, Biochemistry or related subject with additional suitable working experience. Alternatively equivalent experience in a laboratory environment with focus on molecular diagnostics systems and assays.
• Several years of profound experience in a Molecular Diagnostic Technical Support Organization or at several years in an equivalent role with good knowledge of common molecular biological techniques to support highly demanding product portfolio of Abbott Molecular (AM)
• Good project management skills to effectively develop and implement new strategies
• Proven strong people management and coaching skills to build effective teams and enhance development
• Strong team skills for effective cooperation with additional AM organizations globally
• Stress Management to cope with complex workload and frequent travel activities
• Creative thinking and proactive approach to processes improvement
• Good conflict management skills to handle difficult situations
• Integrity and confidentiality
• Strong analytical skills for effective solving of complex and demanding situations
• Excellent communication skills to build and maintain relationship to internal and external customers and to facilitate effective problem solving over the phone and in person
• Capability to identify and focus on customer needs to create and maintain highest level of customer satisfaction
• Fluency in English and German language is required, including the ability to write reports, technical documents and analytical problem descriptions. An additional language commonly spoken in the EMEA region will be an advantage.
• Organizational skills and ability to pivot between different job environments and responsibilities
• Excellent knowledge of PC technology and common software like MS Office
• Agility and sense of urgency
  

Abbott Germany has a range and variety of jobs on offer in a positive and dynamic environment that allows you to maintain a healthy work-life balance. We provide development opportunities as part of our comprehensive Talent Management Program. Your contribution to the company’s success will be rewarded with a competitive salary package. We offer comprehensive benefits to suit the lifestyles of all our employees, from a retirement plan that is far above market average, a save-as-you-earn program, to educational scholarships for children, and health management initiatives for staff and their dependents.

Do you like the sound of this job and think you’ve got what it takes? Then send us your CV today. We look forward to receiving your application.

Discover why candidates choose a career with Abbott in Germany.

AN EQUAL OPPORTUNITY EMPLOYER - Abbott welcomes and encourages diversity in our workforce.

We ask for your understanding that we only consider online applications via our online application portal. Applications by email or post cannot be processed. Original documents will not be returned.