Abbott Sr. Global Service Professional (R&D) 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.

Job Description

Are you ready to take your career to the next level and expand your horizons to the Global level?

Are you a Technical Professional who is motivated by the opportunity to recognize a process gap, develop a solution to mitigate this gap & then drive your solution to implementation?

My name is Rose, and my Team consists of a dedicated group of Engineering / Technology Professionals who provide upper level support for Abbott’s Global Automation Service community. In the current environment of clinical laboratory consolidation, Automation has risen to the forefront as the required solution for the delivery of health care diagnostics. As such, skilled and resourceful individuals are needed to keep these complex Automation systems up and running. If you are interested in joining my Team that assists with advanced troubleshooting both remotely and on site, delivers training, develops service documents and consults on cost saving measures, continue reading the job posting below.

Summary:

This role is different from the traditional Senior Global Service Professional (SGSP) role. In addition to the base responsibilities described below, this SGSP is the project lead for Service readiness for all new Automation product launches. SGSP interfaces closely with R&D and TPD to develop all items needed for Field Service to effectively support a new product e.g. Service Manual readiness, Service document development & approval, parts readiness and knowledge transfer to peers & to the Field. Meets regularly with R&D and TPD to ensure that all project deliverables are met in support of launch timelines. Provides guidance and feedback to development Team to ensure Service and Support expectations and goals are met.

Main Responsibilities:

Project Management / R&D Interface:

  • Functions independently & demonstrates a high degree of self-reliance

  • Attends all relevant meetings with development Teams

  • Acts as a Service project team leader,to develop overall project timelines and deliverables

  • Provides regular updates to Management

Service Documentation:

  • Develops and/or updates Service/ Quality documents

  • Performs service documentation approval process

Product Support:

  • Represents Global Service at cross functional meetings

  • Creates presentations and training materials for cross-functional or service business meetings

  • Assists with parts maintenance including creating new parts, updating existing parts & retiring obsolete parts

  • Travels to customer sites to direct & oversee first installation of new products in the Field

Service Strategy:

  • Identifies,develops,and implements new Service documents, parts,and procedures to reduce service costs globally

  • Creates and implements Service strategies for remote monitoring, tracking and reporting

  • Activities include Service costs analysis, parts stocking recommendations, remote diagnostics strategies & life-cycle planning

Level 3/4 Field Service Support:

  • Works with Local Field Service Teams to troubleshoots issues with Abbott’s Automation Systems

  • Develops action plans for complex issue resolution

  • Escalates unresolved issues to Abbott TPD & Third Party Manufacturer, if needed

Training:

  • Facilitates Service training (internal or external) in either classroom or field setting

  • Evaluates student performance and provides feedback to management team

  • Trains/mentors new trainers

  • Acts as Subject Matter Expert (SME) for technical training content development, and overall curriculum design.

Accountability/Scope:

Peer leadership position within Global Service Technical Operations providing guidance and feedback to the associate and service professional.

Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution.

Ensures all Service documents are compliant & technically accurate.

Works closely with R&D,,TPD and Global Marketing to develop and implement Service strategy on existing and new products.

Qualifications:

Minimum: Associates Degree or equivalent certification in Science, Engineering, Allied Health or scientific / engineering related field. Preferred: BS Degree in Science,Engineering,Allied Health or related field Minimum 6 years of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field.

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