National Lead (Automation)

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.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are 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.

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.
• 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 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.

• This is a remote position
• Qualified candidates must have easy access to major metropolitan airports.
• Must be able to travel up to 50% to 75%
• Must have a Valid Driver’s License.

The primary responsibility of the role is to be a technical subject matter expert with a focus on Laboratory Automation and that assists 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 level of urgency of customer and field service personnel requests and develops recommendations that reflect customer and Abbott business needs.
• →Survey the customer facility to ensure site is ready for installation.
• →Complete pre-install checklist and site readiness; Engage with the appropriate people within the commercial organization to resolve installation challenges.
• →Identifies and drives for issue resolution, updates customer on progress, and confirms satisfaction during closure of events. Seeks feedback from customers and uses it for improving service level.
• →Provides technical training and development 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, review and approves any technical process and procedure changes for completeness and accuracy of technical subject matter, ease of implementation, and required documentation in service & support systems.
• →Presents complex technical data to large or diverse groups. Lead critical account management situations as part of combined sales/service/support effort.
• →Review parts usage and recommend inventory adjustment, impacting parts decisions and budgets as well as controls escalation decisions.

• →Has responsibility for ensuring technical competence of the regional service teams.
• →Conducts technical proficiency reviews and provides feedback on service employee performance to District Service Manager.

• Very visible to external customers and influences customer purchase decisions. 
• This position is a worker/leader for the support and service teams, as well as serves as a product SME.
• Serves as key liaison to sales and internal technical organization with authority to influence stakeholders in these areas.
• Accountable for co-travel / field observation and providing managers with talent performance recommendations.

• Associate’s degree
• Minimum of 4 years’ experience with instrumentation utilized in a laboratory environment.

• Bachelor’s degree
• 2 years of experience providing technical product application and/or hardware support, to include technical service, and knowledge support.
• Minimum of 1 years’ experience managing mid-sized projects in a customer or commercial environment.
• Medical Technician or Field Service Engineer experience is preferred.