Global Service Professional (Irving, TX)

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.

WHAT YOU’LL DO  

• Provides Level 4 field support globally, including phone and email coverage, documentation, training, remote support, and onsite support. Liaison between the 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 Associate Global Service Professionals.
• 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.
• Lead cross functional teams (TPD, manufacturing, local service, etc.) to resolve instrument, software and/or assay issues quickly and effectively. Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution.Performs data gathering and monitoring of service goals.

Training:                                                                                

• Trains students (internal or external) in either classroom or field setting. Critically evaluates student performance and provides feedback to management team.
• Field co-travels to receive On the Job (OJT) training as required.
• Trains/mentors new trainers.
• Follows processes and procedures related to instrumentation and how to properly interact with customers.
• Subject Matter Expert (SME) for cross functional site documents.

Product Support:

• Represents Global Service Technical Operations at cross functional meetings.
• Subject Matter Expert (SME) for technical content development and review.
• Service Documentation: Redlines and/or develops service/quality documents with assistance by senior professional. Ensures compliant, technically accurate service documentation. Performs service documentation approval process while forming relationships with the appropriate areas.
• Drives service deliverables by working closely with planning, quality, engineering, etc. Manage deliverables assigned, which includes due dates, resources and time needed, etc.as a member of a project team.
• Service Strategy: Identify, develop, and implement new service tools, parts, and procedures to reduce service costs globally. This includes providing input on retrofit budget strategy and Top-10 issue tracking.
• Works closel