Manager, Equipment Customer Service

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

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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 a 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Orlando location in the Abbott Heart Failure, Acelis Connected Health business.  Our Heart Failure solutions are helping address some of the World’s greatest healthcare challenges.

As the Manager, Equipment Customer Service, you’ll be responsible for managing strategies, operations, and personnel within equipment customer service for Acelis Connected Health.

Principle Responsibilities

The following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Manage multiple customer service teams across multiple operational sites with duties ranging from patient onboarding, equipment orders/reorders, equipment management, preventative maintenance, and customer satisfaction

• Create and implement strategies for supervisors to balance call workloads, including inbound, outbound, and auto-dialer

• Achieve and maintain top-level net promoter scores for a base of 7000+ patients

• Develop and implement KPIs that monitor ongoing quality, output, and efficiency

• Create and implement strategies for improving baseline performance, nurturing top talent, and building functional competencies to meet future business needs.

• Manage functional budget in achieving operational margin expectations

Required Qualifications

• Bachelor Degree (+/- 15 years) in business or engineering

• 3+ years of relevant management experience

• 5+ years of experience in a high-complexity production environment (e.g. call center, manufacturing)

• Proven ability to develop and execute strategies to define and enhance customer experience

• Proven ability to leverage business analytics and lean/six sigma principles to enhance decision-making and drive daily operational performance

Required Qualifications

• 5+ years managing call center operations

• Six sigma black belt

• Proficiency in business analytics, e.g. PowerBI or similar

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at