National Lead (IACC)

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.
• 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

• This is a remote position.
• Easy access to a major metropolitan airport
• Travel up to 75%

What You’ll Work On

The primary responsibility of the role is to be a technical subject matter expert on Abbott automation and increase customer satisfaction and loyalty. Responsible for providing level II and level III support. Leads implementations, expansions, and escalations of different automation platforms. Responsible for mentoring of new automation technical specialists.

• Provides technical leadership to the CSO Support Professional. Provides technical product support and assists in designing product support strategies for the Service organization. Provides phone and on-site technical support including instrument repair for complex issues.
• Lead when necessary, implementation of new automation projects
• Mentor and provide leadership to newer automation employees.
• Lead automation site expansions, upgrades, and retrofits
• Provide level III support and escalation assistance to US field service
• Provides technical training and development that improve the overall technical capacity of the customer service organization.
• Participates in project planning; process updates; and sharing of information with Automation team and global associates.
• Lead the implementation and tracking of new TSB/ISA releases.

ROUTINE JOB FUNCTIONS

• Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware, software and reagent issues.
• Determines level of urgency and develops recommendations that reflect customer and Abbott business needs.
• Performs proactive support activities (PMs; TSBs; ISAs) to maintain system performance.
• Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.
• Improves customer self-sufficiency by partnering with the customer on-site and by phone. Supports use of ADD products in the customer facility by conducting instrument installation; integration; and on-going customer training at the customer site.
• Provides training to increase customer’s knowledge of component replacement and assay knowledge.
• Maintains effective customer relationships. Identifies customer needs and anticipates problems. Identifies issues requiring resolution and updates customer on progress and confirms satisfaction during closure of events.
• Seeks feedback from customers and uses it for improving service level. Critical account su