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 KPIs including First Time Fix Rate, Mean Time to Repair, NPS, spare parts utilization, and cost-per-box metrics
• Conduct field coaching, technical training, audits, and performance reviews
• Support installations, 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
• Use performance and service data to identify trends, risks, and improvement opportunities
• Drive implementation of technical service bulletins, 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 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
• Recognition as a great place to work in dozens of countries
• Recognition as one of the most admired companies in the world by Fortune
• Recognition as one of the best big companies to work for
• Recognition as a best place to work for diversity, working mothers, female executives, and scientists