Abbott Informatics Global Service Professional (Software) in Irving, Texas

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.

Who You Are

In the Professional Services business, we are driven by a shared vision: helping our customers leverage data analytics to create added-value. We know that by improving the performance of hospitals and laboratories, we ultimately help improve patient outcomes, and that motivates us to continually find new solutions for the challenges our customers face.

You might be a good match for our team, and this role, if you:

  • Take pride in your in-depth knowledge of informatics, and have experience providing support for informatics systems/software

  • Enjoy sharing your expertise and building others’ knowledge in informatics however you can, rather that is through training, informal advice, on project teams, etc.

  • Love to help people solve their problems; you easily build relationships, even when meeting someone for the first time

  • Relish being in a fast-paced environment – you like to be on-the-go and find yourself bored with too much down time

Job Summary/Responsibilities

As Global Service Professional, you will support the Informatics team by providing field support globally four our customers, including training, remote support, and onsite support. You will develop and implement service strategy and documentation to help ensure customer satisfaction. As an internal subject matter expert on informatics, you will sit on cross functional teams and regularly liaison with functions such as manufacturing, quality, and R&D.

Job responsibilities include:

    1. Informatics Field Support (level 3):
  • Support troubleshooting inquiries vis phone/email. Identify, resolve, and document basic instrument and/or assay issues, including the use of use of the service tools, manuals and log analysis.

  • Performs technical responsibilities of local service personnel, such as performing repairs, TSBs, and installs (up to 30% travel). Create action plans proactively for reoccurring and anticipated field issues.

    1. Training:
  • Train students in both the classroom and field setting. Complete field co-travels for team members to provide additional on the job training. Provide constructive feedback on performance and how to improve customer interactions. Train/mentor new trainers.

  • Utilize the processes and procedures you learn to facilitate customer interactions; share this information as well as best practices with other team members. Act as the subject matter expert (SME) for technical content development, review, and for overall curriculum design.

    1. Service Documentation:
  • Redline and/or develop service/quality documents with assistance by senior professional. Subject matter expert (SME) for cross functional site documents. Perform service documentation approval process while forming relationships with the appropriate areas.

    1. Product Support:
  • Represent Global Service at cross functional meetings. Create presentation and training materials for cross-functional or service business meetings.

  • Identify and prioritize 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, develop overall project timelines and deliverables, lead meetings, and provide updates to management and overall team.

Job Qualifications

  • Associate’s Degree or equivalent certification in Science, Engineering, Allied Health or scientific or engineering 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

  • Bachelor’s Degree

  • Professional-level experience with Laboratory Information Systems (LIS), networking, middleware, or Linux

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com