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.
Primary Job Function:
Provides leadership to Level 3 field support process globally; including training; remote support; and onsite support. Liaison between global field service organization; and internal functions such as manufacturing; quality; R&D; etc. Designs; develops; and implements service strategy and documentation for both customer and employee support. Provides leadership of cross-functional teams; including the management of all project deliverables. Provides guidance and feedback to associates and professionals to insure service and support expectations and goals are met.
Core Job Responsibilities:
Responsible for implementing and maintaining the effectiveness of the quality system.
1. Level 3 Field Support:
-Provides phone email coverage and documentation.
-Identifies and troubleshoots basic instrument and/or assay issues. 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.
-Identifies key and emerging field issues; and creates action plans for resolution.
-Develops new strategies for the use of log analysis for issue resolution.
-Ensures Lessons Learned are incorporated into service documentation
-Trains students (internal or external) in either classroom or field setting. Field cotravels to receive On the Job (OJT) training.
-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; review; and for overall curriculum design
3. 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.
4. Product Support
-Represents Global Service at cross functional meetings. Creates presentation and training materials for cross-functional or service business meetings
-Identifies and prioritizes service needs (new parts; new projects; new training/support materials; etc.)
Assists with the development and maintenance of retrofit budget.
-As a project team leader; develops overall project timelines and deliverables; leads meetings; provides updates to management and overall team.
5. 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 instrument; software; and/or assay issues. Creates and implements service strategies for remote monitoring; tracking; and reporting.
-Develops service strategy for new product launches and revises service strategy for on-market products.
This includes service costs analysis; parts stocking recommendations; remote diagnostics strategies; life-cycle
Peer leadership position within GSS providing guidance and feedback to the associate and service professional. 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 develop and implement service strategy on existing and new products.
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 Experience/Training Required:
Minimum 6 years of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field.