Global Service Professional at Abbott (Dallas, TX)

| Dallas-Fort Worth, TX
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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 113,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

ABOUT ABBOTT DIAGNOSTICS:

The key to successful medical treatment and full recovery is often fast, accurate diagnosis. Abbott's life-changing tests and diagnostic tools provide insights that enable smarter, faster decisions, and transform the way the world is managing health.

Our pioneering technology spans the world of healthcare operations with medical diagnostic instruments, tests, automation and informatics solutions for hospitals, reference labs, blood centers, emergency departments, physician offices and clinics.

Our location in Irving, Texas currently has an opportunity for a Global Service Professional who will support the Informatics team by providing field support globally for our customers, including training, remote support, and onsite support. You will develop and implement service strategy and documentation to help ensure customer satisfaction. As an internal subject matter expert on informatics, you will sit on cross functional teams and regularly liaison with functions such as manufacturing, quality, and R&D.

Job Summary/Responsibilities

WHAT YOU'LL DO
  • Informatics Field Support (level 3):

Support troubleshooting inquiries vis phone/email. Identify, resolve, and document basic instrument and/or assay issues, including the use of use of the service tools, manuals and log analysis. Performs technical responsibilities of local service personnel, such as performing repairs, service documents (TSBs), and installs (up to 10% travel). Create action plans proactively for reoccurring and anticipated field issues.
  • Training:

Train students in either remote, classroom and field setting. Complete field co-travels for team members to provide additional on the job training. Provide constructive feedback on performance and how to improve customer interactions. Train/mentor new trainers. Utilize the processes and procedures you learn to facilitate customer interactions; share this information as well as best practices with other team members. Act as the subject matter expert (SME) for technical content development, review, and for overall curriculum design.
  • Service Documentation:

Redline and/or develop service/quality documents with assistance by senior professional. Subject matter expert (SME) for cross functional site documents. Perform service documentation approval process while forming relationships with the appropriate areas.
  • Product Support:

Represent Global Service at cross functional meetings. Create presentation and training materials for cross-functional or service business meetings. Identify and prioritize service needs (new parts, new projects, new training/support materials, etc.). As a project team leader, develop overall project timelines and deliverables, lead meetings, and provide updates to management and overall team.

Accountability
  • 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 implement service strategy on existing and new products


EDUCATION AND EXPERIENCE YOU'LL BRING

Required
  • Associate degree or equivalent certification in Science, Engineering, Allied Health or scientific or engineering related field
  • Minimum 4 years of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field
  • Knowledgeable in networking, software application support (Middleware), IT technical support or data/log analysis


Preferred Qualifications
  • Preferred: BS Degree in Computer Science, Information Systems or similar discipline including Biomedical Engineering, Electrical Engineering, or Healthcare Informatics.
  • 6 or more years of experience with 2 or more years working with middleware applications or clinical laboratory environment.
  • Experience with Automation Middleware or similar software products preferred. For example, Data Innovations Instrument Manager is a plus.
  • Experience with diagnostics medical instruments from different vendors; Siemens, Roche, Sysmex, etc.
  • Knowledgeable with Linux or Windows OS, application architecture, networking
  • Experience in creating high quality, well documented presentation.
  • Experience with of clinical applications and systems (EMR, HIS, LIS, LIMS).
  • Experience in HL7, ASTM standards.


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: www.abbottbenefits.com

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 LinkedIn at www.linkedin.com/company/abbott-/, on Facebook at http://www.facebook.com/Abbott and on Twitter @AbbottNews.

JOB FAMILY:
Field Services

DIVISION:
IACC Immunoassay and Clinical Chemistry

LOCATION:
United States > Irving : LC-02

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
Yes, 10 % of the Time

MEDICAL SURVEILLANCE:
No

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
More Information on Abbott
Abbott operates in the Healthtech industry. The company is located in Abbot Park, IL. Abbott was founded in 2022. It has 97838 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 223 open jobs at Abbott, click here.
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