ABBOTT LABORATORIES Director Customer Service Performance - Abbott Diagnostics Salary in the United States

Abbott 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 103,000 colleagues serve people in more than 160 countries.

This position has direct impact on the commercial team’s regulatory and quality compliance. Interacts with multiple functions and organizational levels to effectively assess technical; business and compliance implications of products performance. Needs to effectively interact with people (internal and external) from multiple geographies and cultural backgrounds to ensure processes and procedures meet divisional; area and local guidelines and regulations. Leads projects that have high impact on the improvement of the services the division provides to our customers worldwide. Develop strategies and programs to support achievement of Global Service annual operating budget and annual Service Sales Revenue.

The main purpose of this role is maintaining the service quality system, supporting all related audit activities with SMEs, service compliance, TSB tracking, recall communication to the field; and EMR support. Also simplify associated administrative work on the front lines as well as to anticipate customer dis-satisfies and move from a reactive to a proactive approach.

Main Responsibilities:

• Responsible for ensuring Global Service Compliance to ADD Quality Systems.
• Process Owner for ADD's Installation and Service processes as part of the QS. Ensure country and local teams follow regulatory and quality processes when performing service functions. Keep field teams up to date with Quality Systems' changes and updates.
• Primary contact for any audit (internal or external) related to servicing teams and processes.
• Represent the Global Service Organization in any Service CAPA action as well as serves as the Global Service EMR representative.
• Influence and hold accountable country and area service leadership on all mandatory service actions. Provide leadership and influence to ensure countries implement standards and best in class practices and procedures.
• Develop, mentor and coach direct reports and global service personnel
• Responsible for Call Registration systems and processes; global standardization; training and on-going assessment.
• Responsible for global surveillance of assay and reagent Service performance
• Ensure processes and procedures are in place and followed to properly manage service documentation improving and maintain QS effectiveness change control.
• Deliver results while maintaining operation budget and compliance to global regulatory agencies Responsible for supporting and leading Service teams in the execution of ADD QS initiatives aimed a improving and maintain QS effectiveness.

Education:

Bachelor’s Degree- Preferably in Engineering, life sciences, or clinical laboratory science

Experience:

• Minimum 10 years of diverse technical and organizational management experience.
• 2-5 years of experience in engineering, service or support management, preferable in Diagnostics.
• Exposure to international service or support is desired.
• Outstanding presentation skills
• 3 Years customer facing experience
• 2-3 Years of management Experience
• Demonstrated superior support skills and product knowledge in a medically regulated industry

This position needs to be based in Irving, TX.