United States onlyJOB DESCRIPTION:
ABOUT ABBOTT DIAGNOSTICS
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.
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.
- Qualified candidates must currently live in the Central Region (Central Region of the US – MN, ND, SD, NE, IA, MO, WI, IL, AR, LA, MI, IN, KY, TN, OH, MS or AL) area.
- Must be able to travel 50 to 75%
What You’ll Work On
- The responsibility of the role is to be a technical subject matter expert and assist in designing service strategies to increase customer satisfaction and loyalty.
- Responsible for providing level II and level III support.
- Leads continuous improvement and best practices for service processes.
- Responsible for automation reference-ability, scorecard/ PDFs, and coordinate action plans to close gaps with appropriate stakeholders.
- Performs root cause analysis for escalated cases to ensure closure within defined guidelines.
- Determines the level of urgency of customer and field service personnel requests and develops recommendations that reflect customer and Abbott business needs.
- Identifies and drives for issue resolution, updates customers on progress, and confirms satisfaction during closure of events. Seeks feedback from customers and uses it to improve service level.
- Provides technical training. development, mentoring, and co-travel events that improve the overall technical capacity of the customer service organization.
- Participates in project planning; process updates; and experimental design. Establishes project operation criteria and technical standards for excellence.
- Writes, reviews, and approves any technical process and procedure changes for completeness and accuracy of technical subject matter, ease of implementation, and required documentation in service, and support systems.
- Presents complex technical data to large or diverse groups. Lead critical account management situations as part of combined sales/service/support effort.
- Builds prioritization plans for Top tier customer model in conjunction with Technical Application Manager+A6.
Required Qualifications
- Bachelor’s degree in science, General Engineering or Electrical Engineering, or Medical Technology.
- 6 plus years of experience in laboratory environment field service, technical call center, or Abbott diagnostics products.
- Must be able to travel 50 to 75%
Preferred Qualifications
- Master’s degree preferred.
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 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 Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
$83,000.00 – $166,000.00In specific locations, the pay range may vary from the range posted.
Switzerland only
