Clinical Field Service Team Leader

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Lead, mentor, and nurture a team of Technical Support Specialists (Field Service Engineers) throughout the coastal region of South Africa.

• Enhance service performance by focusing on the continuous improvement of key performance indicators (KPIs), such as First Time Fix Rate, Mean Time to Repair (MTTR), NPS, spare parts utilization, and cost-per-box metrics.

• Conduct on-site coaching, technical training sessions, audits, and performance evaluations.

• Provide support for installations, upgrades, preventive maintenance programs, escalations, and advanced technical troubleshooting.

• Execute pre-installation assessments, site readiness evaluations, and technical planning for new instrument deployments.

• Serve as a vital technical resource for customers, distributors, and internal stakeholders.

• Collaborate effectively with Sales, Applications, Service, and Commercial teams.

• Analyze performance and service data to identify trends, risks, and opportunities for enhancement.

• Spearhead the implementation of technical service bulletins (TSBs), service programs, and global improvement initiatives.

• Ensure adherence to Abbott quality systems, standard operating procedures (SOPs), safety regulations, and service documentation standards.

• Support a 24/7 customer service model and be prepared to travel extensively across Africa as needed.

⛳️ Requirements

• A tertiary qualification in Biomedical Engineering, Electrical Engineering, Mechatronics, Medical Technology, or a related technical field is preferred.

• A minimum of 2 years of experience managing a team of Field Service Engineers.

• Demonstrated experience in a field service, technical support, or service leadership role within the diagnostics, medical device, healthcare, or laboratory sectors.

• Proven track record in leading and developing technical teams.

• Strong customer-facing experience with laboratory and healthcare clientele.

• Familiarity with diagnostic instrumentation, troubleshooting, installations, and preventive maintenance tasks.

• Experience in working with service KPIs, quality systems, and continuous improvement initiatives.

• Ideally, experience in diagnostic laboratory instrumentation.

• Strong leadership and coaching skills.

• Excellent communication and stakeholder management abilities.

• Advanced analytical and problem-solving capabilities.

• Ability to work independently while encouraging collaboration across teams.

• Solid understanding of service management tools and reporting systems.

• Capacity to deliver technical training and mentorship programs.

• Proficient in English, both written and verbal.

• Willingness and capacity to travel extensively throughout Africa and the EMEA region.

• A valid driver's license.

• A valid passport.

🏝️ Benefits

• Opportunities for career development within an international company where you can pursue your dream career.

• Work for a company recognized as a great workplace in numerous countries worldwide and named one of the most admired companies by Fortune.

• Be part of a company honored as one of the best large companies to work for, as well as recognized for diversity, support for working mothers, female executives, and scientists.