Clinical Field Service Team Leader

• Lead, coach, and develop a team of Technical Support Specialists (Field Service Engineers) across the coastal region of South Africa.
• Drive service performance through continuous improvement of key KPIs, including First Time Fix Rate, Mean Time to Repair (MTTR), NPS, spare parts utilization, and cost-per-box metrics.
• Conduct field coaching, technical training, audits, and performance reviews.
• Support installation, upgrades, preventive maintenance programs, escalations, and advanced technical troubleshooting.
• Perform pre-installation assessments, site readiness reviews, and technical planning for new instrument placements.
• Act as a key technical resource for customers, distributors, and internal stakeholders.
• Collaborate with Sales, Applications, Service, and Commercial teams.
• Utilize performance and service data to identify trends, risks, and opportunities for improvement.
• Drive implementation of technical service bulletins (TSBs), service programs, and global improvement initiatives.
• Ensure compliance with Abbott quality systems, SOPs, safety requirements, and service documentation standards.
• Support a 24/7 customer service model and travel extensively across Africa when required.

• Tertiary Qualification in Biomedical Engineering, Electrical Engineering, Mechatronics, Medical Technology, or a related technical discipline preferred.
• Minimum of 2 years experience having managed a team of Field service Engineers.
• Proven experience in a field service, technical support, or service leadership role within the diagnostics, medical device, healthcare, or laboratory industry.
• Demonstrated experience leading and developing technical teams.
• Strong customer-facing experience with laboratory and healthcare customers.
• Experience with diagnostic instrumentation, troubleshooting, installations, and preventive maintenance activities.
• Experience working with service KPIs, quality systems, and continuous improvement initiatives.
• Ideally experience from the diagnostic laboratory instrumentation.
• Strong leadership and coaching capabilities.
• Excellent communication and stakeholder management skills.
• Advanced analytical and problem-solving skills.
• Ability to work independently while fostering collaboration across teams.
• Strong knowledge of service management tools and reporting systems.
• Ability to deliver technical training and mentorship programs.
• Fluent in English, both written and verbal.
• Willingness and ability to travel extensively across Africa and the EMEA region.
• Valid driver's license.
• Valid passport.

• 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.