Service Manager Strategic Account

📌 Core Information

🔹 Job Title: Service Manager Strategic Account

🔹 Company: Abbott Laboratories

🔹 Location: New York City, New York, United States

🔹 Job Type: Full-Time, Remote

🔹 Category: Healthcare

🔹 Date Posted: April 6, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Remote (must live in the New York City area)

🚀 Job Overview

Key aspects of this role include:

• Managing field service engineers to deliver superior customer service to a strategic account
• Planning, implementing, and directing all customer service and support activities
• Supporting customer satisfaction and business performance goals
• Managing a multi-functional organization and budget
• Ensuring quality and compliance with regulations and standards

ASSUMPTION: This role requires a balance of technical, operational, and business decision-making skills, with a high level of customer interaction and influence.

📋 Key Responsibilities

✅ Manage field service engineers to deliver superior customer service to a strategic account

✅ Plan, implement, and direct all customer service and support activities

✅ Support customer satisfaction and business performance goals, including sales and margin

✅ Manage a multi-functional organization and budget, impacting overtime and spare part spend

✅ Ensure effective implementation of Quality System and regulatory practices, achieving divisional and FDA compliance

✅ Make timely technical, operational, and business decisions with high risk or consequences to the business

✅ Cultivate relationships with external customers and personnel, having direct impact and influence on customer relationships across multiple US market segments

✅ Align goals to department success factors and understand the business strategy of the organization

ASSUMPTION: This role involves a high degree of customer interaction and influence, requiring strong communication and project management skills.

🎯 Required Qualifications

Education: Bachelor's degree required or equivalent experience

Experience: Minimum 3-5 years of related experience

Required Skills:

• Customer service experience
• Leadership and management experience
• Knowledge of regulations and standards affecting IVDs and Biologics
• Strong analytical, communication, and project management skills
• Working knowledge of systems applications including SAP, Microsoft Office, and Call Center

Preferred Skills:

• Customer service experience in a related field
• Field service experience
• Knowledge of IT, Assay support, and data management
• Background in business analysis with direct customer contact experience

ASSUMPTION: A strong background in customer service, leadership, and management is crucial for success in this role.

💰 Compensation & Benefits

Salary Range: $97,300.00 - $194,700.00 per year (based on experience and location)

Benefits:

• Career development with an international company
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit

Working Hours: Full-time, with the ability to work remotely and travel up to 50%

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles and experience levels in the New York City area.

📌 Applicant Insights

🔍 Company Context

Industry: Abbott Laboratories is a global healthcare leader that helps people live more fully at all stages of life. Their portfolio spans diagnostics, medical devices, nutritional and branded generic medicines.

Company Size: Abbott has 10,001+ employees, providing diverse opportunities and a large network of colleagues.

Founded: Abbott was founded in 1888 and has since grown into a global company with a strong reputation in the healthcare industry.

Company Description:

• Abbott is committed to helping people live fully at all stages of life through their innovative technologies and products
• The company operates in more than 160 countries, serving people with a wide range of healthcare needs
• Abbott is an equal opportunity employer, welcoming and encouraging diversity in their workforce

Company Specialties:

• Nutrition
• Diagnostics
• Medical Devices
• Branded Generic Pharmaceuticals

Company Website: https://www.abbott.com

ASSUMPTION: Abbott's size and global presence offer applicants a wide range of career opportunities and growth potential.

📊 Role Analysis

Career Level: This role is at the mid-career level, requiring a balance of technical, operational, and business decision-making skills.

Reporting Structure: The Service Manager Strategic Account reports directly to the Strategic Account Director and manages a team of field service engineers.

Work Arrangement: This is a remote position with the requirement to live in the New York City area and travel up to 50%.

Growth Opportunities:

• Advancement to a senior-level management position within Abbott's strategic accounts team
• Expansion into other areas of Abbott's business, such as diagnostics, medical devices, or pharmaceuticals
• Development of leadership and management skills through Abbott's training and development programs

ASSUMPTION: This role offers opportunities for career growth and development within Abbott's strategic accounts team and the broader organization.

🌍 Location & Work Environment

Office Type: Remote, with the requirement to live in the New York City area

Office Location(s): New York City, New York, United States

Geographic Context:

• New York City is a major metropolitan area with a diverse population and a thriving job market
• The cost of living in New York City is higher than the national average, with a higher cost of housing in particular
• New York City offers a wide range of cultural, entertainment, and recreational opportunities

Work Schedule: Full-time, with the ability to work remotely and travel up to 50%

ASSUMPTION: The remote work arrangement and requirement to live in the New York City area provide flexibility and convenience for the right candidate.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the Strategic Account Director
• On-site or virtual interview with the Strategic Account Director and other members of the strategic accounts team
• Background check and offer

Key Assessment Areas:

• Customer service and management skills
• Technical knowledge of Abbott's products and services
• Problem-solving and decision-making abilities
• Cultural fit and alignment with Abbott's values

Application Tips:

• Tailor your resume and cover letter to highlight your customer service, leadership, and management experience
• Demonstrate your knowledge of Abbott's products and services in your application materials
• Prepare for behavioral interview questions that focus on your customer service and management skills

ATS Keywords: Customer Service, Strategic Account, Management, Leadership, Field Service, Abbott, New York City

ASSUMPTION: Abbott's application process is designed to assess candidates' customer service, management, and technical skills, as well as their cultural fit with the organization.

🛠️ Tools & Technologies

• SAP
• Microsoft Office
• Call Center software

ASSUMPTION: Familiarity with SAP, Microsoft Office, and call center software is essential for success in this role.

👔 Cultural Fit Considerations

Company Values:

• Caring for People
• Empowering People
• Innovating with Purpose
• Performing with Excellence

Work Style:

• Collaborative and team-oriented
• Results-driven and focused on customer satisfaction
• Adaptable and responsive to change

Self-Assessment Questions:

• Do you have a proven track record of delivering superior customer service in a strategic account management role?
• Are you comfortable working remotely and traveling up to 50%?
• Do you thrive in a collaborative, results-driven work environment?

ASSUMPTION: Abbott values candidates who are passionate about customer service, results-driven, and adaptable to a dynamic work environment.

⚠️ Potential Challenges

• Managing a remote team and maintaining a high level of customer satisfaction
• Balancing the need to minimize expenses while maintaining best-in-class customer experience
• Adapting to a dynamic work environment and changing customer needs
• Navigating a large, global organization with diverse teams and stakeholders

ASSUMPTION: These challenges require strong leadership, management, and communication skills, as well as the ability to adapt to change and prioritize effectively.

📈 Similar Roles Comparison

• This role is similar to other strategic account management positions in the healthcare industry, but with a focus on customer service and support activities
• Unlike other roles, this position requires a strong background in customer service and management, as well as the ability to work remotely and travel up to 50%
• Career progression in this role may lead to senior-level management positions within Abbott's strategic accounts team or other areas of the business

ASSUMPTION: This role offers unique opportunities for career growth and development within Abbott's strategic accounts team and the broader organization.

📝 Sample Projects

• Implementing a new customer service system to improve response times and customer satisfaction
• Developing and executing a strategic plan to increase sales and market share in a key account
• Managing a team of field service engineers to deliver superior customer service and support during a product recall

ASSUMPTION: These sample projects demonstrate the range of responsibilities and challenges faced by the Service Manager Strategic Account.

❓ Key Questions to Ask During Interview

• How does this role fit into the broader strategic accounts team and Abbott's organization?
• What are the key priorities for this role in the first 90 days?
• How does Abbott support the professional development and growth of its employees?
• What are the most challenging aspects of working in a remote role with a high level of customer interaction?
• How does Abbott measure success in this role, and what are the key performance indicators (KPIs)?

ASSUMPTION: Asking these questions demonstrates your interest in the role and provides valuable insights into Abbott's culture and expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the following link: https://www.jobs.abbott/us/en/job/31114372/Service-Manager-Strategic-Account
• Tailor your resume and cover letter to highlight your customer service, leadership, and management experience
• Prepare for behavioral interview questions that focus on your customer service and management skills
• If selected, be prepared to provide references and complete a background check
• Follow up with Abbott's HR team within one week of submitting your application to confirm receipt and inquire about next steps

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.