AddressAbbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
PLEASE NOTE: This is not an active open requisition. We are building a candidate slate for a future opening.
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.
Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.
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’ll also have access to:
- Career development with an international company where you can grow the career you dream of.
- Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
- An excellent retirement savings plan with high employer contribution
- Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
- 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.
The Opportunity
- This is a remote position.
- Easy access to a major metropolitan airport
- Travel up to 90%
What You’ll Work On
The primary responsibility of the role is to be a technical subject matter expert on Abbott automation and increase customer satisfaction and loyalty. Responsible for providing level II and level III support. Leads implementations, expansions, and escalations of different automation platforms. Responsible for mentoring of new automation technical specialists.
- Provides technical leadership to the CSO Support Professional. Provides technical product support and assists in designing product support strategies for the Service organization. Provides phone and on-site technical support including instrument repair for complex issues.
- Lead when necessary, implementation of new automation projects
- Mentor and provide leadership to newer automation employees.
- Lead automation site expansions, upgrades, and retrofits
- Provide level III support and escalation assistance to US field service
- Provides technical training and development that improve the overall technical capacity of the customer service organization.
- Participates in project planning; process updates; and sharing of information with Automation team and global associates.
- Lead the implementation and tracking of new TSB/ISA releases.
ROUTINE JOB FUNCTIONS
- Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware, software and reagent issues.
- Determines level of urgency and develops recommendations that reflect customer and Abbott business needs.
- Performs proactive support activities (PMs; TSBs; ISAs) to maintain system performance.
- Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.
- Improves customer self-sufficiency by partnering with the customer on-site and by phone. Supports use of ADD products in the customer facility by conducting instrument installation; integration; and on-going customer training at the customer site.
- Provides training to increase customer’s knowledge of component replacement and assay knowledge.
- Maintains effective customer relationships. Identifies customer needs and anticipates problems. Identifies issues requiring resolution and updates customer on progress and confirms satisfaction during closure of events.
- Seeks feedback from customers and uses it for improving service level. Critical account support of high volume or high-risk accounts in addition to other routine requests.
- Responsible for implementing and maintaining the effectiveness of the quality system.
- Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner.
LEADERSHIP ACTIVITIES
- Leads; organizes; and conducts technical projects involving the development of new methods; or processes; or products.
- Participates in project planning; process updates; and experimental design. Establishes project operation criteria and technical standards for excellence. Formulates detailed plans for execution by other departmental personnel. Recognizes and reports trends in product issues; assesses risk; determine appropriate response.
- Communicate recommendations to Global expert team and/or internal departments. Approves technical materials for use by department. Presents complex technical data to large or diverse groups. Lead critical account management situations as part of combined sales/service/support effort.
- Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers.
Quality/ Compliance:
- Ensure effective implementation of Quality System and regulatory practices across their group to achieve divisional and FDA compliance; work with Quality groups to establish and improve quality policies and procedures; ensures that employees are trained and follow established policies and procedures.
Product Scope:
- Accountable for providing direct customer technical application support and service for assigned product families. Evaluates operating processes and makes recommendations for improvements.
- Specifies the resources required for the completion and implementation of technical projects.
- Accountable for providing a level of service that is perceived by our customers to be the best in the industry.
Required Qualifications:
- Bachelor’s degree in medical technology; Bio-Medical engineering or other science or engineering field with a minimum of 5 years of relevant experience with instrumentation utilized in a laboratory environment; and 2 recent years of experience providing technical product application and/or hardware support.
- Knowledge of regulations and standards affecting IVDs and Biologics.
- Knowledge and experience in managing operations impacted by Quality Systems, cGMP requirements, and a high level of FDA and third-party scrutiny.
- Accomplishes results individually and in collaboration on teams and work groups.
- Displays effective oral and written communication to accomplish business goals and foster building customer rapport and relationships.
- Analyzes discrete issues and provide solutions; Identifies missing information or recognizes underlying issues; Organizes thoughts and information into clear explanations or presentations.
- Anticipates, identifies, and meets internal and external customer needs and requests; Negates and Resolves Conflicts; Maintains a professional demeanor, even under stressful conditions.
- Makes logical timely decisions based on analysis and experience.
- Effectively Manages Time; Prioritizes tasks and defines tasks necessary to meet goals; Organizes own activities and time to complete multi-faceted tasks and assignments; Manages daily workload related to call documentation; parts inventory and cycle count accuracy.
- This position will require extensive travel (75+%) Manages team’s schedule effectively to ensure all customer support needs (phone and on-site) are accomplished.
- Manages company assets and expenses within guidelines.
- Demonstrates proficiency and works efficiently with computer, personal digital assistant (PDA), and printers.
- Demonstrates customer technical service and support knowledge and awareness, including understanding of the technology systems, awareness and effective utilization of key metrics and their interrelationships in balancing productivity and service quality.
- Strong analytical, communication, and project management skills are essential.
* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
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.
The base pay for this position is $83,000.00 – $166,000.00. In specific locations, the pay range may vary from the range posted.
