ABBOTT LABORATORIES Manager, Technical Services - Abbott Molecular Division (AMD) 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.

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world - in nutrition, diagnostics, medical devices and branded generic pharmaceuticals - that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

At Abbott Molecular, we realize the potential of personalized care as the laboratory’s most trusted and preferred source for molecular diagnostic solutions. We are a division of Abbott Laboratories, a global, diversified healthcare innovator with a legacy of pioneering work in medical diagnostics.

Position Overview:

The Manager, Technical Services is responsible for the strategic and tactical management of a multi-disciplinary team of Technical Support Specialists. Responsibilities include troubleshooting, instrument installations, new product launch, integrations, trend monitoring, assay monitoring, customer communications and all related activities to support commercial strategies. Provides surveillance of product performance and issue escalation through proactive monitoring and analysis of performance data.  The role reports to Director, Americas Service and Support.

Territory/Location Information:

• The territory covers the Southern and Eastern US states.
• Qualified candidates should ideally live in, or near, Des Plaines, IL; however, qualified candidates may also live in the Midwest near a major airport.
• Relocation assistance is not authorized for this position.

Position Responsibilities:

• Direct, lead, manage and coordinate the support of existing instruments and products to improve customer satisfaction through activities such as phone support, remote support, customer training, assay startup assistance, troubleshooting, field corrective actions and critical account management.
• Provide effective planning and execution of a high-quality post-sale experience. Leverage customer loyalty by monitoring phone, remote and field support per the service contract or customer segmentation.
• Enable the effective communication skills of the Field Service team, and monitor the activities of troubleshooting, documentation, dispatching, escalation, tracking and closing calls, and adherence to quality system of the division, while enabling maximum utilization of remote support tools to proactively improve instrument uptime and customer loyalty.
• Direct, lead and manage the technical support team to ensure sales support and rapid integration to test of record, which maximizes reagent revenue stream for new placements through efficient integrations.
• Manages department activity and provide work direction to Technical Support team, including advanced troubleshooting and issue resolution.
• Prioritize and assign work to Support personnel as it relates to system installation, assay integration and follow up calls from customers.
• Identify and implement improvements to internal processes and products; promote customer satisfaction and act as an internal customer advocate; support key account sales objectives and strategy.
• Major responsibilities also include monitoring and analyzing product performance data, identification of emerging issues, assay analysis, customer monitoring by analyzing Early Warning indicators or shifts in product performance, facilitate faster issue investigations and customer communications.
• This role will be the communication conduit for external and internal customers for emerging trends and product issues. They will facilitate expert consultations with Global Service team, Quality, Operations, R&D and Marketing.
• Develops, tracks and reports key performance indicators and metrics to measure organizational capability, customer support levels, satisfaction and loyalty.
• Responsible for developing and planning strategies and organizational capability to build and develop a support organization that provides consistent remote and on-site support.
• Oversee and control department budgets, project capital/RCE expenditures & ROI: develop, monitor and meet expense and recovery plans; continually look for opportunities for cost reductions and cost avoidance.
• Actively pursue and process service contract sales and service revenue opportunities to align with corporate goals.
• Responsible for all aspects of people leadership; setting expectations, coaching, counseling, developing, evaluating, feedback, hiring, discipline and separations.

Position Requirements:

• Bachelor’s Degree in Biological sciences or engineering with some experience in Clinical Diagnostics, Molecular Biology or an equivalent combination of education and work experience.
• Minimum 3 years Management in related organization.
• Minimum 6 years Customer Support experience.
• Minimum 2 years Management experience as a Supervisor or equivalent in a support organization required.
• Some Previous direct experience with, or exposure to, the process of instrument and assay integration into a clinical laboratory.
• Some Previous experience developing and managing departmental budgets is preferred.
• Must be able to travel 50% in the US to meet business and customer requirements.