Abbott Sr. Global Service Professional 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.

Senior Global Service Professional (DMS)

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 and then drive your solution to implementation?

My name is Rose and my Teams consist of dedicated groups 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. Middleware is pivotal to management of the overall functionality of these systems. 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 for our Automation Middleware, delivers training, develops Service documents and develops creative cost saving measures, continue reading the job posting below.

Summary:

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 R&D, TPD and Quality. 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 ensure Service and support expectations and goals are met.

Responsibilities Highlighted by the Hiring Manager:

Level 3/4 Field Service Support:

  • Works with Local Field Service Teams via phone calls, eMails and on-site, if needed, to troubleshoots issues with the Automation middleware as part of Abbott’s Automation Systems

  • Develops action plans for complex issue resolution

  • Escalates unresolved issues to Abbott TPD and 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.

Service Documentation:

  • Develops and/or updates Service documents including routing through the approval process to publication

  • Ensures Lessons Learned are incorporated into Service documentation

  • Acts as SME for cross functional site documents

Product Support:

  • Acts as the “Voice of Service” at cross functional meetings including interactions with TPM’s to drive for designs that lead to improved serviceability and reliability

  • Identifies key and emerging field issues and creates action plans for resolution

Project Management:

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

  • Leads meetings

  • Provides updates to Management

Service Strategy:

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

  • 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

  • Activities include Service costs analysis, remote diagnostics strategies and life-cycle planning

Responsibilities:

  • Level 3 Field Support: -Provides phone email coverage and documentation. -Identifies and troubleshoots software 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.

  • 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,review,and for overall curriculum design.

  • 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.

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

  • Identifies and prioritizes service needs (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.

  • Service Strategy -Identify,develop,and implement new service tools and procedures to reduce service costs globally.

  • This includes providing input on retrofit budget strategy,and Top-10 issue tracking.

  • Lead crossfunctional 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,remote diagnostics strategies,life-cycle planning,etc.

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 and 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.

Preferred Qualifications:

Experience with Automation Middleware or similar software products preferred.

Travel: 10%

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