Team Lead Professional Customer Service Support (Southeast region)

Job description

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 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Working at 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.
·  Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
·  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 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 the best place to work for diversity, working mothers, female executives, and scientists. 

The Opportunity 

The role of Team Lead Professional Customer Service Support is within our Core - TM Transfusion division. 

The role is remote overseeing/managing the projects within the  Southeast region ( Georgia, Alabama, Tennessee and Texas) and will require travel up to 75%.

The position would Provide 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. Leads projects involving support and service processes utilized by front-line employees. Establishes product support and service criteria and assesses performance against the criteria. Aligns with the District Sales and Service Managers relative to customer retention; critical account management; implementation of customer initiatives to increase customer satisfaction; and achievement of performance goals; including; sales/margin; service sales and service costs. Actively supports the personal and professional development of the Support Professional Team.

What You’ll Work On

·  Responsible for implementing and maintaining the effectiveness of the quality system.
·  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 the use of ADD products in the customer facility by conducting instrument installation; integration; and; ongoing 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 updates customers on progress and confirms satisfaction during closure of events. 
·  Seeks feedback from customers and uses it to improve service level. Critical account support of high volume or high-risk accounts in addition to other routine requests. 
·  Manage time; territory; systems and accounts effectively to meet customer needs; organizational priorities; and sales objectives. 
·  Maintains and develops technical competence on instrument systems assigned as well as job-related tools and processes.
·  Responsible for implementing and maintaining the effectiveness of the quality system. The position is critical to the support of the CAPA Sub-System with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns. 
·  Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner.
·  Trains; develops; and mentors others in the theoretical and practical application of techniques; and technical tools; assay and instrument installation and integration processes; on-site repair and phone troubleshooting; and account management. 
·  Oversees overall department training activities. 
·  Advances the level of technical expertise within the Customer Service Organization. 
·  Provides direction to other department personnel. 
·  Provides input to the hiring decision for new team members. 
·  Leads; organizes; and conducts technical projects involving the development of new methods; processes; or products.
·  Participates in project planning; process updates; and experimental design.
·  Establishes project operation criteria and technical standards for excellence. 
·  Formulates detailed plans for execution by other departmental personnel.
·  Recognizes and reports trends in product issues; assesses risk; determines appropriate response. 
·  Communicates recommendations to the Global expert team and/or internal departments. 
·  Approve technical materials for use by the department. 
·  Presents complex technical data to large or diverse groups.
·  Leads critical account management situations as part of combined sales/service/support effort

Required Qualifications

·  Bachelor’s degree in medical technology; Bio-Medical engineering or other science or engineering field.
·  Minimum of 5 years of relevant experience with instrumentation utilized in a laboratory environment; and; 2 recent years of experience providing technical product application and/or hardware support.

Preferred Qualifications

·  Knowledge of regulations and standards affecting IVDs and Biologics. 
·  Knowledge and experience in managing operations impacted by Quality Systems, cGMP requirements, and a high level of FDA and third-party scrutiny. 
·  Accomplishes results individually and in collaboration with teams and work groups. 
·  Displays effective oral and written communication to accomplish business goals and foster building customer rapport and relationships.
·  Analyzes discrete issues and provides solutions; Identifies missing information or recognizes underlying issues; Organizes thoughts and information into clear explanations or presentations. 
·  Anticipates, identifies, and meets internal and external customer needs and requests; Negates and Resolves Conflicts; Maintains a professional demeanor, even under stressful conditions. 
·  Makes logical timely decisions based on analysis and experience Effectively Manages Time; Prioritizes tasks and defines tasks necessary to meet goals; Organizes own activities and time to complete multi-faceted tasks and assignments; Manages daily workload related to call documentation; parts inventory and cycle count accuracy. 
·  This position will require extensive travel (75+%) 
·  Manages team’s schedule effectively to ensure all customer support needs (phone and on-site) are accomplished. 
·  Manages company assets. Manage expenses within guidelines. Demonstrates proficiency and works efficiently with computers, personal digital assistants (PDA), and printers. 
·  Demonstrates customer technical service and support knowledge and awareness, including an understanding of the technology systems, awareness, and effective utilization of key metrics and their interrelationships in balancing productivity and service quality.
·  Strong analytical, communication, and project management skills are essential.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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  www.facebook.com/Abbott , and on Twitter @AbbottNews.

     

The base pay for this position is
$83,000.00 – $166,000.00

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

     

JOB FAMILY:

Field Services

     

DIVISION:

TM Transfusion Medicine

        

LOCATION:

United States of America : Remote

     

ADDITIONAL LOCATIONS:

Georgia : Remote

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 75 % of the Time

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

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_Spanish.pdf