Senior Global Service Professional

at Abbott in Lake Forest, Illinois, United States

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 114,000 colleagues serve people in more than 160 countries.

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 (https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program and FreeU (https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) 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

+ Qualified candidates must currently live in the Dallas, TX, or Chicagoland area.

+ Must be able to travel up towards 50%

What You’ll Work On

+ 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 Junior Global Service Professionals.

Main Responsibilities:

+ Level 3 Field Support: Provides phone and/or email coverage and documentation.Identifies and troubleshoots advanced 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.

Training:

+ Trains students (internal or external) in either classroom or field setting.Field co-travels to perform On the Job (OJT) training for new or junior members of the team.

+ Follows processes and procedures related to instrumentation and how to properly interact with customers.

+ Critically evaluates student performance and provides feedback to management team.

+ Subject Matter Expert (SME) for technical content development and review.

+ Service Documentation: Redlines and/or develops service/ quality documents.

+ Subject Matter Expert (SME) for cross functional site documents. Performs service documentation approval process while forming relationships with the appropriate areas.

+ 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.

+ 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.

+ Lead cross-functional teams (TPD, manufacturing, local service, etc) to resolve instrument, software and/or assay issues quickly and effectively. Works with field and planners on part stocking recommendation.

Required Qualifications

+ Bachelor of Science Degree in Science, Engineering, Allied Health, or related field and at least 4 years of work with some laboratory experience in Molecular Biology.

+ Clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field.

+ 4+ years of relevant work experience required [e.g., knowledge of basic molecular diagnostic technologies, molecular workflow, and related protocols (PCR, sequencing, etc.)

Preferred Qualifications

+ An advanced degree in biological sciences or related area is preferred.

• 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 (http://www.abbottbenefits.com/pages/candidate.aspx)

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 and @AbbottGlobal.

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.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com