Technical Customer Solutions Manager

About Abbott

• Abbott is a global healthcare leader, creating breakthrough science to improve people’s health.
• We’re always looking towards the future, anticipating changes in medical science and technology.
• Working at Abbott
• At Abbott, You Can Do Work That Matters, Grow, And Learn, Care For Yourself And Family, Be Your True Self And Live a Full Life.
• You Will Have Access To
• 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.

Technical Customer Solutions Manager, EMEA

About Abbott Rapid Diagnostics Division

Business & Commercial Leadership

• Own end-to-end business operations for the Pima & m-Pima franchise, including field strategy, demand generation enablement, and execution to grow revenue and improve margins.
• Lead the Abbott Rapid Diagnostics Advanced HIV care instrument business (\~$20MM), ensuring sales growth, margin delivery, and operational KPIs are achieved in alignment with commercial priorities.
• Partner closely with Regional Directors, GMs, and commercial leaders to translate demand signals, pipeline insights, and market data into actionable growth strategies.
• Drive pricing and margin management, leveraging market intelligence and financial analysis to identify sustainable margin expansion opportunities.

Demand Generation & Market Insight

• Strengthen demand generation efforts by partnering with commercial team
• Analyze market trends, funding flows, competitive dynamics, and customer behavior.
• Support commercial teams with data-driven insights on instrument utilization, growth white spaces, and customer prioritization.
• Work with regional marketing teams to ensure clear value propositions, targeted campaigns, and effective in-field execution that accelerate instrument placement and utilization.
• Build systems and governance to monitor funnel performance across placements, utilization, service attachment, and lifecycle value.

Data, Analytics & Business Intelligence

• Develop and institutionalize business performance dashboards and analytical tools to track sales, service performance, asset utilization
• Apply advanced analytical thinking to identify performance gaps, root causes, and optimization opportunities across commercial and service operations.
• Provide clear, structured insights and recommendations to senior leadership using data-backed narratives.
• Bring rigor and transparency to Integrated Business Planning (IBP) through fact-based decision-making, scenario analysis, and performance forecasting.

Service & Operations Excellence

• Lead technical services teams across Africa, ensuring world-class instrument training, maintenance, repair execution, and continuous performance improvement.
• Accountable for end-to-end service process optimization, including capacity planning and workflow efficiency across repair centers and field service operations.
• Own governance frameworks and operating standards for escalation management and service excellence.
• Partner closely with the legal manufacturer to align on systems, processes, and SOPs, ensuring consistency and compliance across the service network.
• Lead distributor engagement for repairs and technical services, including spare parts and inventory management.
• Drive distributor accountability against defined instrument repair, uptime, and utilization KPIs.
• Manage instrument and service contracts, implementing robust asset tracking and full lifecycle management capabilities.
• Ensure structured “Hyper-Care” support for new placements to accelerate adoption, maximize uptime, and improve customer satisfaction.
• Ensure all activities are executed in compliance with quality systems, regulatory requirements, and financial ethics policies.

Leadership & Stakeholder Engagement

• Build, develop, and retain a high-performing, analytically capable technical services organization.
• Foster a performance culture grounded in accountability, continuous improvement, and data-driven decision-making.
• Maintain strong relationships with Ministries of Health, distributors, strategic partners, and key customers to drive satisfaction, retention, and long-term growth.

Education Required

• Bachelor’s degree in Engineering, Biomedical engineering, Computer Science, Clinical Laboratory Science, or equivalent.
• MBA or advanced business qualification preferred.

Required Qualifications & Experience

• 10+ years of technical service experience with leadership, PMO, or similar cross-functional management experience.
• Minimum 10 years of industry experience (diagnostics, med-tech, or complex service-based environments).
• Demonstrated success in data-driven decision-making, performance analysis, and commercial support.
• Strong experience leading teams delivering complex, multi-country initiatives.
• Proven ability to translate analytical insights into practical commercial and operational actions.
• Fluent English required; additional languages advantageous.
• Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.
• Abbott is an Equal Opportunity Employer, committed to employee diversity.
• Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

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