Global Service Professional

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:

Global Service Professional

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 .

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

• 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. currently has an opportunity for a Global Service Professional. The global service professional provides Level 3 field support globally; including training; remote support; and onsite support. Liaison between global field service organization; and internal functions such as manufacturing; quality; R&D; etc. Develops service strategy and documentation for both customer and employee support. Provides SME support of cross-functional teams and executes assigned service deliverables. Mentors Associates on Global Service roles and responsibilities. Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution. Ensures compliant, technically accurate service documentation. Works closely with R&D; TPD; and Marketing to develop and implement service strategy on existing and new products.

What You’ll Work On

Responsible for implementing and maintaining the effectiveness of the quality system.

1. Level 3 Field Support:  

• Provides phone email coverage and documentation.
• Identifies and troubleshoots basic instrument and/or assay 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.
• Performs data gathering and monitoring of service goals.

2. Training:

• Trains students (internal or external) in either classroom or field setting. Field co-travels 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 and review.

3. 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.

4. Product Support

• Represents Global Service at cross functional meetings.
• Manage deliverables assigned; which includes due dates; resources and time needed; etc.; as a member of a project team. Drives service deliverables by working closely with planning; quality; engineering; etc.

5. Service Strategy

• Identify; develop; and implement