Supervisor Global Service Technical Operations

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 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Our location in Irving , TX has an opening for a Supervisor Global service Technical Operations. This person will be responsible for leading technical support operations, balancing escalations, training, and service readiness while driving continuous improvement across global team members. It plays a critical role in identifying emerging field issues, developing resolution strategies, and ensuring high-quality service documentation. By influencing broader organizational strategies and fostering cross-functional collaboration, this role ensures alignment between customer needs, product development, and service excellence.

What You’ll Work On

• This role directly supervises 3–4 team members, providing guidance, performance management, and professional development. It also holds significant influence over global service delivery strategies through regular collaboration with senior leadership and cross-functional teams.
• Supervise and Manage Support & Escalations: - Workload balance technical support, on-site escalation, employee and customer training with internal projects and product improvements.
• 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.
• Responsible for technical service and support documentation, including ISAs, TSBs, Service and Support manuals and user impact for application documentation.
• Balance project prioritization with support functions. - 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 parts, new projects, new coding for CMSNext, new training/support materials, etc.)
• As a project team leader, develops overall project timelines and deliverables, leads meetings, provides updates to - management and overall team.
• Plans and prioritizes work to meet commitments aligned with organizational goals. Gains clear understanding of tasks needed to complete work, identifies resources needed to carry out plans and delivers the work in an excellent quality level.
• This role will regularly interact with the Sr. Manager for Global Customer Digital Delivery, R&D team, Quality, Area Delivery