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Veterans at Abbott

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Abbott Informatics Service Engineer in Irving, Texas

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.

Our core job includes support product launches, global service support and escalations, training and special assignments. Most of the team members also have the privilege to travel abroad to many countries preforming installations and implementations. We are looking for someone who is result oriented, self-starter as well as a team player to join this amazing team.

Position Summary:

Provides Level 3 field support globally, including training, remote support, and onsite support. Liaison between global field service organization, and internal functions such as manufacturing, quality, R&D, etc. Develops service strategy and documentation for both customer and employee support. Provides SME support of cross functional teams and executes assigned service deliverables. This position will support analytical products similar to Tableau, PowerBI, etc.

Main Responsibilities:

  • 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.

  • Performs data gathering and monitoring of service goals.

  • Training: -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 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.

  • 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 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 develop and implement service strategy on existing and new products.

Qualifications:

Minimum: Associates Degree or equivalent certification in Information Technology, Science, Engineering, Allied Health or scientific or engineering related field.

Preferred: Bachelors Degree in Management Information System, Engineering, Science, Allied Health or related field Minimum 4 years of work experience in clinical laboratory, biomedical engineering, Management Information System, diagnostic medical equipment servicing, or related service or laboratory field.

Preferred Qualifications:

Informatics, Data Analytics, Basic Networking, Laboratory workflow, Technical writing and IT skill are preferred . Knowledge of Project Management, HIS/LIS/LIMS, laboratory operations, JavaScript, MySQL, and strong communication skills is a plus.

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

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