Associate Quality Manager
Eva NYC
Customer Service Team Lead
Abbott
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteSalary
💰 $85,300 - $170,700 per year
Job Level
Senior
About the role
- Provide technical leadership to the CSO Support Professional and advance technical expertise within the Customer Service Organization.
- Provide technical phone and on-site support including instrument repair for complex issues for Abbott Transfusion Medicine diagnostics products.
- Design product support strategies for the Service organization and establish product support and service criteria.
- Lead projects involving support and service processes and participate in project planning, process updates, and experimental design.
- Align with District Sales and Service Managers on customer retention, critical account management, customer initiatives, and performance goals including sales/margin and service costs.
- Perform proactive support activities (PMs; TSBs; ISAs) to maintain system performance and determine urgency of customer issues.
- Apply standard troubleshooting tools to identify root causes, conduct instrument installation, integration, and on-going customer training on-site.
- Train, develop, and mentor others in techniques, technical tools, assay and instrument installation/integration processes, on-site repair and phone troubleshooting, and account management.
- Support CAPA Sub-System with accurate documentation of customer complaints and resolution actions; recognize and report product issues and trends.
- Present complex technical data to large or diverse groups and lead critical account management situations.
- Manage time, territory, systems, accounts, team schedules, company assets, and expenses within guidelines.
Requirements
- Bachelor’s degree in medical technology; Bio-Medical engineering or other science or engineering field.
- Minimum of 5 years of relevant experience with instrumentation utilized in a laboratory environment.
- Minimum of 2 recent years of experience providing technical product application and/or hardware support.
- Knowledge of regulations and standards affecting IVDs and Biologics (preferred).
- Knowledge and experience in managing operations impacted by Quality Systems, cGMP requirements, and FDA and third-party scrutiny (preferred).
- Effective oral and written communication skills.
- Strong analytical, communication, and project management skills.
- Ability to analyze issues, identify missing information, and organize thoughts into clear explanations or presentations.
- Ability to anticipate, identify and meet internal and external customer needs; negotiate and resolve conflicts; maintain professional demeanor under stress.
- Makes logical timely decisions based on analysis and experience.
- Effectively manages time; prioritizes tasks and organizes activities to complete multi-faceted tasks.
- Proficiency with computer, personal digital assistant (PDA), and printers.
- Demonstrates customer technical service and support knowledge and awareness, including understanding of technology systems and key metrics.
- This position will require extensive travel (75+%).
- Physical requirements: continuous sitting or standing for prolonged periods, driving a personal auto or company vehicle, keyboard use >=50% of workday, lift/carry/push/pull >20 pounds, repeated bending/stooping/squatting/kneeling.
