Senior Manager Technical Services Americas

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:

Position Summary

Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis and treatment of a range of health conditions.

Abbott's life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. We're empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott's diagnostics instruments, providing lab results for millions of people.

The Sr. Manager, Technical Product Support is responsible for leading and developing in-house and field based multilingual regional based Technical Services and Complaint Intake teams to support AMERICAS Sales entities and Distributors in relation to technical complaint handling and resolution. The role is responsible for managing, coaching and developing a team-based culture, driving change and improvement initiatives, establishing, communicating and implementing short, medium to long terms plans to ensure that strategic business goals and "Best in Class" performance levels are achieved in all areas of Technical Services. The role works collaboratively with Regional Technical Services colleagues, Commercial organizations, QA/RA and Manufacturing.

Duties and Responsibilities

• Develop and lead a high performing Technical Services teams that deliver an excellent service to both internal and external customers.
• Responsible for the Performance management of the Technical Services team, ensuring that the performance evaluation process is maintained, SMART goals are set and that team members receive relevant and timely feedback on an ongoing basis.
• Develop and execute on clear strategies to deliver a measurably improved customer experience.
• Develop and execute on clear strategies to deliver measurable operational efficiencies, eliminate and manage costs and budgets effectively.
• Develop and maintain written policies and procedures around complaint handling and regulatory reporting per the ARDx global QMS as well as US and European requirements (as well as other geographies where ARDx product is sold) to ensure thorough, consistent and timely documentation and routing of complaint information.
• Provide Subject Matter Expert support for internal and external audits of the Technical Services and Complaint Intake functions.
• Interface with legal manufacturers, vendors and field service providers regarding case investigations and on-site service calls, acting to ensure appropriate and timely responses concerning product and customer service issues.
• Monitor and evaluate case documentation for case management to ensure quality documentation and to provide performance feedback.
• Represent site interests on global Technical Service and Complaint Intake teams, assisting in the development and implementation of short and long-term strategies.
• Establish KPI's and reporting for AMERICAS TS that delivers clear data on the performance of the Regional Technical Services teams and actions that need to be taken to measurably improve our customers experience.
• Develop and implement systems to communicate meaningful product failure information and problem resolution records, which are available to all relevant teams.
• Define and implement Technical Services development plan to move from transactional tasks, non-added value tasks to added value services for our customers.
• Share best practices with colleagues to increase knowledge and drive higher performance within the Technical Services team.
• Accountable for report writing and data analysis to inform business discussions on opportunities for customer experience improvements and/or operational efficiency opportunities.
• Day to day support and management of the regional Technical Services teams keeping the AMERICAS Commercial teams, site Management team and the Global Director of Post-Market Surveillance informed as necessary (matrix management).
• Organize the team workload and ensure the right resources are available and trained to the highest standard.
• Continuously reviewing opportunities to streamline processes and implement IT/SFDC that drives efficiencies and improve our customer's experience.
• Maintain an up-to-date knowledge of Company products and industry in the areas of design, application, operation, troubleshooting, repair and maintenance.
• Carry out duties in compliance with established business policies.
• Exhibit professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Demonstrate commitment to the development, implementation and effectiveness of ARDx Quality Management System per ISO, FDA, and other regulatory agencies.
• Other duties as assigned.

Minimum Qualifications

• Must demonstrated success in managing and coordinating a multi-skilled team in performance and productivity.
• Must have strong analytical skills, excellent attention to detail and good business judgement.
• Must have excellent verbal and written communication skills, able to convey appropriate information with clarity and effectiveness.
• Must have excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other functions.
• Must be a self-starter, possessing flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations.
• Must have a strong record of developing and implementing procedures.
• Must have a positive attitude, be a team player with a high level of initiative, energy and enthusiasm.
• Must have strong people management skills with a proven ability to establish and manage multiple lingual and cross functional teams.
• Must have excellent computer skills including MS Office.
• Must be able to travel internationally (approximately 5 to 10% annually).
• Must have experience delivering change initiatives and facilitating change in a customer focused organization.
• Must be able to demonstrate expertise in identifying and maintaining cultural sensitivity.
• Must have expert knowledge of diagnostics on clinical and technical level.
• Must demonstrate exceptional service orientation and focus, including experience in customer service methods and techniques.
• Must have an advanced knowledge of systems with software and hardware components.

Education & Experience

Required:

• Bachelor's degree
• Minimum of 8 years in the medical device sector working in a similar capacity required.
• Expert knowledge of medical device / diagnostics post-market surveillance regulations required.

Preferred:

• Multi-lingual capability is preferred

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: http://www.abbottbenefits.com/pages/candidate.aspx

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. 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 salary for this role is between:

N/A

JOB FAMILY:

Operations Quality

DIVISION:

ARDx Abbott Rapid Diagnostics

LOCATION:

United States > Orlando : 30 S. Keller Road

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 25 % 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), 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