Global Service Professional at Abbott

Irving, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical Devices, DiagnosticsIndustries

Requirements

Provides Level 3 field support globally, including training, remote support, and onsite support
Acts as liaison between global field service organization and internal functions such as manufacturing, quality, R&D, etc
Develops service strategy and documentation for customer and employee support
Provides SME support to cross-functional teams and executes assigned service deliverables
Mentors Associates on Global Service roles and responsibilities
Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution
Ensures compliant, technically accurate service documentation
Works closely with R&D, TPD, and Marketing to develop and implement service strategy on existing and new products
Responsible for implementing and maintaining the effectiveness of the quality system

Responsibilities

Level 3 Field Support: Provides phone/email coverage and documentation; identifies and troubleshoots basic instrument and/or assay issues using service tools, manuals, and log analysis; develops action plans for account resolutions; performs technical responsibilities of local service personnel such as repairs, TSBs, and installs; performs data gathering and monitoring of service goals
Training: Trains students (internal or external) in classroom or field settings; field co-travels for OJT training; follows processes and procedures related to instrumentation and customer interaction; critically evaluates student performance and provides feedback to management; trains/mentors new trainers; SME for technical content development and review
Service Documentation: Redlines and/or develops service/quality documents with assistance from senior professionals; SME for cross-functional site documents; performs service documentation approval process while forming relationships with appropriate areas
Product Support: Represents Global Service at cross-functional meetings; manages assigned deliverables including due dates, resources, and time needed as a project team member; drives service deliverables by working with planning, quality, engineering, etc
Service Strategy: Identifies, develops, and implements new service tools, parts, and procedures to reduce service costs globally; provides input on retrofit budget strategy and Top 10 issue tracking

Skills

Key technologies and capabilities for this role

Level 3 SupportField SupportRemote SupportOnsite SupportTrainingService StrategyDocumentationLiaisonCross-Functional TeamsMentoringSME

Questions & Answers

Common questions about this position

What benefits does Abbott offer?

Abbott offers free medical coverage through the Health Investment Plan (HIP) PPO medical plan, an excellent retirement savings plan with high employer contribution, tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit for earning a bachelor’s degree.

Is this position remote or onsite?

The position is based at the location in Irving, TX, and involves onsite support, field co-travels, and Level 3 field support globally.

What are the main responsibilities of this role?

The role involves providing Level 3 field support globally including phone/email coverage, troubleshooting, repairs, and installs; delivering training in classroom or field settings; acting as liaison between field service and internal functions; developing service strategy and documentation; and mentoring associates.

What is the company culture like at Abbott?

Abbott emphasizes doing work that matters, personal growth and learning, caring for yourself and family, being your true self, career development in an international company, and is recognized as a great place to work, one of the most admired companies, and best for diversity, working mothers, female executives, and scientists.

What makes a strong candidate for this Global Service Professional role?

Strong candidates will have expertise in providing Level 3 field support, troubleshooting instrument and assay issues using service tools and logs, training experience in classroom or field settings, ability to develop service strategies, and mentoring skills for global service roles.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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