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Global Service Support Specialist

2 months ago

Irving, United States Abbott Laboratories Full time

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.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. Youâll 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 a high employer contribution
  • Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelorâs degree.
  • A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies by Fortune.
  • A company that is recognized as one of the best big companies to work for and a best place to work for diverse, working mothers, female executives, and scientists.

The Opportunity

This position works out for our facilities in Irving, TX in the Diagnostics Division. 

The scope, and accountability for the role of Global Service Professional is to Mentors Associates in the field. 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.

What Youâll Work On

  • Process regulated samples that fall under SAMHSA/DOT regulations and are subject to interviews during NLCP inspection and audits
  • Operation of the GC/MS and/or LC-MS/MS instruments.
  • Perform initial review of data.
  • Preparation and extraction of samples for GC/MS and LC-MS/MS confirmation; as needAssist R&D Lead with designing studies for method development.
  • Research and present literature and its applications to applicable method development opportunities.

Perform statistical evaluation and provide 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 to cross-functional teams and executes assigned service deliverables. Mentors Associate Global Support Specialists.

Core Job Responsibilities:

Responsible for implementing and maintaining the effectiveness of the quality system.

1. Level 3 Field Support:

-Provides phone and email coverage and documentation.

-Identifies and troubleshoots basic instruments and/or assay issues. This includes using 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.

2. Training:

-Trains students (internal or external) in either classroom or field setting. Field co-travels to receive On the Job (OJT) training.

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

-Critically evaluates student performance and provides feedback to the management team.

-Trains/mentors new trainers -Subject Matter Expert (SME) for technical content development and review

3. Service Documentation:

-Redlines and/or develops service/ quality documents with the assistance of senior professionals.

-Subject Matter Expert (SME) for cross-functional site documents.

-Performs service documentation approval process while forming relationships with the appropriate areas.

4. 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.

5. 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

  • Associate degree or equivalent certification in Science; Engineering; Allied Health or scientific or engineering-related field Preferred: BS Degree in Science; Engineering; Allied Health or related field.

Preferred Qualification

  • Minimum 4 years of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field.

* 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

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 Twitter @AbbottNews.



The base pay for this position is $64,000.00 â $128,000.00. In specific locations, the pay range may vary from the range posted.