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Abbott National Service Manager- Abbott Diagnostics (Mississauga) in Mississauga, Ontario

At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 103,000 of us are working to help people live not just longer, but better, in the more than 160 countries we serve.

Status: Regular, Full Time

Position Overview:

Under the supervision of the General Manager, the National Service Manager provides direction and leadership to the organization comprised of Field Service, Implementation, Integration, Customer Training & Training Centre, Project Manager and Customer Support Center organizations.


Responsible for growing ADD Canada’s core laboratory and hematology market share by serving the service, education, training and field technical support requirements of our customers. Through the comprehension of the needs and expectations of the customer the Manager will develop, manage and execute compelling customer service, training, technical support and implementation strategies that align with business objectives and drive profitable growth. The Manager will work with all levels of ADD’s commercial and service organizations to develop and execute strategies to position and drive the adoption and utilization of laboratory solutions to core diagnostic laboratories across Canada. The Manager will actively participate in the development and execution of the following pre-and post-sale activities:

Serve and support the business by providing world-class field technical and training support to our customers; Customer Education and Training; Customer Go-Live Readiness, Implementation and Support; Proactive Customer Care Oversight and Field Technical Support Services.

  • Responsible for implementing and maintaining the effectiveness of the quality system;

  • Develop and implement appropriate organizational structures and strategic plans to ensure customer expectations are met, while also managing key balance sheet and income statement drivers to ensure positive impact on ADD-Canada’s economic profit;

  • Develop and implement service revenue strategies specific to each of the key customer segments;

  • Manage Field Service, Application Specialist, Training, Project Manager and Customer Support Center budgets to ensure expense and revenue goals are met;

  • Develop, motivate and challenge staff to achieve top performance. Champion all elements of the Performance Excellence process by supporting direct reports’ efforts developing appropriate Goals, Core Job Requirements and Growth Plans and providing feedback on a regular basis;

  • Provide service, customer training and implementation plan responses for all Request For Proposal's;

  • Promote service support of sales initiatives and value expansion opportunities;

  • Perform customer business reviews as required;

  • Maintains regular contact with the sales and marketing organizations and communicate; information gained to drive to common goals and objectives, including accelerating implementations;

  • Develop and maintain succession plan and address future staffing issues in a proactive manner;

  • Monitor performance/refocus resources/ ensure achievement of operating plan. Anticipate and respond to changing market conditions;

  • Review monthly department Profit & Loss, revenue and key metrics (develop improvement action plans as required);

  • Prepare for and participate in Service Business Review meetings;

  • Monitor training requirements and plan as required;

  • Monitor Region Product upgrade completion by due dates;

  • Prepare yearly budget for all departments and develop Profit & Loss improvement plan;

  • Perform employee evaluation and prepare development plans.

Required Skills & Abilities:

  • Excellent communication skills in English and French is a strong asset

  • Proven experience managing large cross function teams;

  • Strong track record in service management;

  • Track record of effectively recruiting, coaching and mentoring top talent;

  • Negotiation critical thinking and problem solving;

  • Team Oriented- builds strong relationships at every level of the organization and is a strong motivator who knows how to influence and get others to consistently do their best work;

  • Service oriented- achieves exceptionally high levels of customer satisfaction by carefully analyzing customer requirements and overcoming all hurdles to adapting service delivery to those requirements;

  • Ability to travel on a frequent basis, approximately 30%;

  • Advanced skills in MS Office (Word, Excel, PowerPoint).

Required Education and Experience:

  • Bachelor degree in related field is required;

  • Minimum of 5-8 years of leadership experience in a similar role.

Abbott Canada is committed to the hiring, advancement and fair treatment of individuals without discrimination based on factors such as race, sex, colour, ethnic or national origin, religion, disability, age, citizenship, family or marital status, political beliefs, sexual preference or other factors included in human rights legislation.

Our diversity goals for recruitment, hiring, and retention are embedded in our corporate goals, and our diversity initiatives are supported by the highest level of the organization.

We strongly believe that a diverse workforce fosters more creative and innovative thinking throughout the organization. Creating an inclusive environment, where everyone is respected and valued, enables us to leverage our diversity as a business driver and strengthens our position as a global leader.

Abbott strives to promote and maintain an inclusive, high-performing culture that allows all employees to reach their full potential and contribute to Abbott’s success.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email