Customer Service Manager: Temecula Education Program

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:

The Temecula Education Program, Customer Service Manager is responsible for planning, organizing, and delivering high-quality tours of the manufacturing facility for diverse audiences, including healthcare providers, community members, business partners, and internal new hires. This role serves as the primary liaison between Marketing, Commercial and Manufacturing Operations leadership to ensure tour content is accurate, engaging, and aligned with operational priorities.

The role also includes supervising two team members who manage event coordination logistics and vendor payment processing. Responsibilities include providing direction, ensuring workload balance, monitoring performance, and supporting professional development. Success in this role requires exceptional communication skills, strong relationship-building capabilities, and the ability to translate complex technical processes into clear, compelling narratives.

Key Responsibilities

• Conduct guided tours of the manufacturing facility, adapting delivery for diverse audiences.

• Clearly explain manufacturing processes, safety expectations, and product significance.

• Ensure visitors have a safe, engaging, and professional tour experience.

• Directly supervise two team members who manage event coordination and vendor payments.

• Assign work, set expectations, and ensure accuracy and timeliness of event logistics and transactions.

• Serve as the liaison between Marketing, Commercial and Manufacturing Operations leadership.

• Coordinate with subject matter experts (SMEs) to support specialized tour segments.

• Develop and update tour scripts, materials, visuals, and messaging.

• Maintain compliance with all safety, security, and regulatory protocols.

• Oversee tour scheduling, visitor registration, and onsite coordination.

• Track attendance, visitor satisfaction, and performance metrics.

Qualifications

Required Qualifications:

• Exceptional verbal and written communication skills.

• Experience in public speaking, facilitation, or customer-facing roles.

• Strong interpersonal skills and ability to engage diverse audiences.

• Experience supervising or leading team members.

• Ability to collaborate across a matrixed organization.

Preferred Qualifications:

• Experience in manufacturing, healthcare, or regulated industries.

• Knowledge of manufacturing operations or quality systems.

• Experience with event coordination or vendor management.

Additional Skills:

• Leadership & Coaching – Guides and develops team members effectively.

• Communication Excellence – Clear, confident speaker who adapts messaging to audiences.

• Customer Focus – Creates positive and meaningful visitor experiences.

• Cross-Functional Collaboration – Builds strong partnerships across teams.

• Attention to Detail – Maintains accuracy, safety, and professionalism.

• Adaptability – Adjusts communication and content for different visitors and situations.

     

The base pay for this position is

$99,300.00 – $198,700.00

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

AVD Vascular

        

LOCATION:

United States > Temecula : AWDC

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 5 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO