ABBOTT LABORATORIES Director, Global Service Training and Professional Development 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.

JOB SUMMARY:

Conceive and implement short- and medium-term global knowledge, skill and business process training strategies, in coordination with Area Training teams, Global Service Leadership, Sales and non-commercial functional areas. Design, develop and deliver training programs to all positions enhancing and impacting the performance of the global commercial organization. Continue to update and maintain the entire training curriculum to address the evolving needs of the commercial organization, including new and pipeline products. Manage the assessment of training effectiveness and take corrective actions to continually improve the quality of training delivered. Identify and deliver training programs addressing the broader needs of the organization, with appropriate measures of impact.

CORE JOB RESPONSIBILITIES:

• Lead the development of strategies, content, objectives, implementation and delivery of training programs
• Establish processes and provide direction to drive standardization of training programs globally (from training certification documentation, train the trainer strategies and certification.  Address gaps and risks identified by the areas and/or during regulatory audits.
• Develop and monitor key performance indicators to monitor the effectiveness of training delivery
•  Manage resources and prioritization of training program development aligned with the business needs
• Develop, mentor and coach direct reports and global service personnel

The Director of Service Training and Development is responsible for driving solutions to the following types of challenges:

• Identification of effective learning approaches to ensure that Service personnel at all levels are adequately trained to successfully perform their job responsibilities which ultimately enhances the customer experience
• Development of training strategies which meet the business needs and accommodate the challenges of the service areas
• Prioritize and manage resources and programs to align with the business priorities
• Support regulatory audits and inquiries associated with service training and ultimately any associated non-conformance and corrective/preventative actions
• Identification of new learning methods and new technologies which drive continuous improvement (virtual and other innovative training tools)
• Maintain Service training materials and processes to ensure consistency in the quality of training material delivery and qualification of end-users

The impact of these decisions impacts the overall effectiveness of Service frontline personnel and Service leaders to perform their job responsibilities and ultimately provide a positive customer experience.  Additionally, decisions impact the overall compliance profile of the Service organization in regards to requirements and regulations for servicing medical devices.

Position Scope & Accountability:

The incumbent is responsible for establishing the Vision and Strategy for Training and Development for the Service organization globally.  This includes setting and driving training priorities consistent with the business objectives of the global service organization; planning, maintaining and assigning training resources to ensure the needs of the organization are met; providing leadership by influencing Area Service leadership Timely and effective training of employees to achieve positive and immediate business impact resulting in customer satisfaction. Ongoing evaluation of skills and training needs throughout the Commercial Organization with programs delivered to support the needs. Position held accountable for developing, implementing and measuring the impact of training strategies.

JOB REQUIREMENTS:

Education: Bachelor's Degree required.

Skills and Experience:

• A minimum of 2-3 years in managing technical training function within a regulated industry.
• Experience in adult learning techniques in virtual environments
• Experience in leaders development
• Outstanding presentation skills
• 3 Years Customer Facing experience
• 2-3 Years of leadership experience is required
• Global/international experience is preferred.

This position is based in Dallas, TX.