Technical Services Specialist Lead

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.

JOB DESCRIPTION:

Job Title

Technical Services Specialist Lead

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. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

• 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 bachelor’s degree.

• A company recognized as a great place to work in dozens of countries worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity
The Technical Services Specialist Lead is based remotely in the Continental US in the Abbott Rapid Diagnostics Informatics Toxicology Team. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision-making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

What You’ll Work On

• The Technical Services Specialist Lead will handle receiving and/or placing telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures and liaise with sales and technical staff to keep them up to date with customer needs.

• Reviews and approves document cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation. Ensures the appropriate quality oversight of complaint process.

• Interface with various internal groups (Engineering, Operations, Quality Assurance, Regulatory, field personnel, marketing) concerning product and customer service issues.

• Handle multiple priorities on daily basis. Use time management skills to be productive and deliver positive, concrete results. Demonstrated flexibility with change.

• Designs, develops, and implements short and long-term solutions to improve Customer Service processes. Monitors and analyzes recorded impacts and other metrics; supports team members in the resolution of impacts and recognizes trends in order to formulate changes in daily operations. Manages customer accounts to ensure US and global customer satisfaction.

• Analyzes business processes. Develops corrective actions for driving long-term improvements in systems design and processes by gathering information, analyzing requirements, and defining and documenting problems related to Customer Service processes.

• Designs and manages projects that address systemic impacts with the goal of implementing long-term solutions.

• Supports team members in troubleshooting and addressing customer-related issues by phone and e-mail.

• Provides guidance and training to team members on the implementation of short and long-term system improvements.

• Supports marketing launch strategy by implementing appropriate internal business processes and assists in the training/communication of the processes with the sales force as needed.

• Provides focused expertise within a specific area in customer service operations, or coordinates, in a lead capacity, a specific area of operations (i.e. international ordering, National Accounts, etc.).

• Takes initiative to develop, resolve and implement process impro