We are committed to delivering innovative diagnostic solutions that help laboratories and healthcare professionals make informed decisions faster and more accurately. Our service teams play a critical role in ensuring customers receive world-class technical support, driving operational excellence, uptime, and customer satisfaction across the region.
The Opportunity
We are looking for a Team Lead TSS (Technical Service Support i.e Field Service Engineers) to join our Core Diagnostics team , Based in the Western Cape ( Cape Town)
In this leadership role, you will lead and develop a team of Technical Support Specialists responsible for the installation, maintenance, troubleshooting, and performance improvement of Abbott Core Diagnostics instruments across Africa. You will drive service excellence, customer satisfaction, operational efficiency, and key service KPIs while supporting business growth throughout the region.
committed to delivering innovative diagnostic solutions that help laboratories and healthcare professionals make informed decisions faster and more accurately. Our service teams play a critical role in ensuring customers receive world-class technical support, driving operational excellence, uptime, and customer satisfaction across the region.
What You'll Work On
- Lead, coach, and develop a team of Technical Support Specialists ( FIeld Service Engineers ) across Coastal regiona 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 to ensure operational excellence and compliance.
- 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 closely with Sales, Applications, Service, and Commercial teams to deliver an exceptional customer experience.
- 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.
Qualifications
Required Education
Tertiary Qualification in Biomedical Engineering, Electrical Engineering, Mechatronics, Medical Technology, or a related technical discipline preferred.
Experience
- 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.
Skills & Competencies
- 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.
- Additional African or international language skills are advantageous.
Additional Requirements
- Willingness and ability to travel extensively across Africa and the EMEA region.
- Valid driver's license.
- Valid passport.
Join Abbott and help shape the future of diagnostics through technical excellence, customer focus, and leadership across Africa.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
