Clinical Field Service Team Leader - Western Cape

About the role

Abbott's Core Diagnostics division is looking for a Team Lead of Technical Service Support (Field Service Engineers) based in the Western Cape (Cape Town). You will lead and develop a team of Technical Support Specialists who provide technical support for Abbott Core Diagnostics instruments across Africa, driving service excellence, customer satisfaction and key service KPIs.

Key responsibilities

• Lead, coach and develop a team of Technical Support Specialists across the coastal region of South Africa.
• Improve service KPIs such as First Time Fix Rate, MTTR, NPS, spare parts utilization and cost-per-box.
• Conduct field coaching, technical training, audits and performance reviews.
• Support installation, upgrades, preventive maintenance, escalations and advanced troubleshooting.
• Perform pre-installation assessments, site readiness reviews and technical planning for new instrument placements.
• Act as a technical resource for customers, distributors and internal stakeholders, and collaborate with Sales, Applications, Service and Commercial teams.
• Analyse service data to find trends, risks and improvement opportunities.
• Implement technical service bulletins, service programs and global improvement initiatives.
• Ensure compliance with Abbott quality systems, SOPs, safety requirements and service documentation, and support a 24/7 customer service model.

Required profile

• Tertiary qualification in Biomedical Engineering, Electrical Engineering, Mechatronics, Medical Technology or a related technical discipline preferred.
• At least 2 years managing a team of Field Service Engineers.
• Proven field service, technical support or service leadership experience in diagnostics, medical devices, healthcare or the laboratory industry.
• Experience with diagnostic instrumentation, troubleshooting, installations and preventive maintenance.
• Fluent English, written and spoken; additional African or international languages are an advantage.
• Willingness and ability to travel extensively across Africa and the EMEA region, and a valid driver's licence and passport.

Required skills

• Leadership, coaching and stakeholder management.
• Advanced analytical and problem-solving skills.
• Knowledge of service management tools and reporting systems.
• Ability to deliver technical training and mentorship.