ABBOTT LABORATORIES Global Service Professional - Hematology 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 Description

This position will be providing Hematology level 3 field support globally, including training, remote support, and onsite support. Liaison between Area field service organization, and internal functions such as manufacturing, quality, R&D, etc. Executing service strategy and documentation for both customer and employee support. Provides subject matter expert support for cross functional teams and take ownership of all assigned service deliverables. Mentors others.

Main Responsibilities

Level 3 Field Support:

• Provides phone, email, and or on site escalation support coverage and documentation.
• Identifies and provide root cause analysis for informatics product. This includes the use of the service tools, manuals and log analysis, as appropriate.
• Develop action plans for account resolutions.
• Performs technical responsibilities of local service personnel, such as performing repairs, TSBs, and installs.
• Performs data gathering and monitoring of service goals.
• Training: Trains students (internal or external) in either classroom or field setting.
• Follows processes and procedures related to instrumentation and how to properly interact with customers.
• Critically evaluates student performance and provides feedback to management team.
• Trains/mentors new trainers.
• Subject Matter Expert (SME) for technical content development and review.
   

Service Documentation:

• Redlines and/or develops service/ quality documents with assistance by senior professional.
• Subject Matter Expert (SME) for cross functional site documents.
• Performs service documentation approval process while forming relationships with the appropriate areas.
   

Product Support:

• Represents Global Service at cross functional meetings.
• Manage deliverables assigned, which includes due dates, resources and time needed, etc, as a member of a project team.
• Drives service deliverables by working closely with planning, quality, engineering, etc.
• Develop ad hoc reports as needed.
   

Service Strategy

• Identify, develop, and implement new service tools, parts, and procedures to reduce service costs globally.
• This includes providing input on retrofit budget strategy and Top-10 issue tracking.
• Lead cross functional teams (TPD, manufacturing, local service, etc.) to resolve Informatics issues quickly and effectively.
• Works with field and planners on part stocking recommendation.
   

Accountability

• Mentors Associates on Global Service roles and responsibilities.
• Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution.
• Ensures compliant, technically accurate service documentation.
• Works closely with R&D, TPD, and Marketing to implement service strategy on existing and new products.

Qualifications

Minimum:

• Associates Degree or equivalent certification in Science, Engineering, Allied Health or scientific or engineering related field Preferred: BS Degree in Science, Engineering, Allied Health or related field  
• Minimum 4 years of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field. 

Preferred Qualifications

• Preferred Experience in Hematology and  / or Coagulation. 

CTS/FS/PROF1/4021