Abbott Manager, Technical Services NMD in Plano, 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.
Manage Technical Services call center personnel responsible for product support
Responsible for oversight and provision of technical support operations
Work closely with the other senior leadership to ensure accurate, timely, thorough and consistent responses are provided to customers
Design, develop, and manage escalation management processes, enabling timely access and coordination for advanced product support and case resolution including coordination with third party product vendors
Establish and drive two-way technical knowledge channels derived via quality engineering failure investigations/findings
Provide consultation for the development and distribution of technical materials (Instructions for Use, Service Manuals, Technical Bulletins, Software Release Notes, Spare Parts Master Lists, etc.)
Maintain data in service databases, relevant to responsible products and services, ensuring master data integrity as well as development and maintenance of operational and performance reports and dashboards
Ensure knowledge database content development, management, and distribution to international service groups sourcing content via all available resources for authoring and approval of technical knowledge articles
Gather business requirements and implement ongoing system enhancements in coordination with global IT business partners for international solutions/portals for technical knowledge, documentation, and collaboration with regional service teams
Liaise within a matrix organizations interfacing with all product arenas on service projects including product design for serviceability, new product introductions through NTA and LMR, and customer support plans
Provide leadership of technical training programs and initiatives including curriculum design and program administration/support for tools such as e-learning, technical training courses, customer curricula, etc.
Work with regional service teams in the acquisition of service assets including systems, tools, and test equipment
Assist the quality organization by driving adherence to standard operating procedures for product complaint reporting and planning, process mapping, execution, and progress updates for field corrective actions
Participate in global quality review meetings as related to product issues and complaints
Performs other related duties and responsibilities, on occasion, as assigned.
Your experience(s), education and knowledge will further expand Abbott’s marketplace success
BS in Engineering;
5 years of technical staff management experience
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 firstname.lastname@example.org