1+ months
2018-03-152018-05-16

Technical Support Manager

Abbott
Des Plaines, IL

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Responsible for the strategic and tactical management of multi-disciplinary team of Technical Support, Division Specialists and troubleshooting, instrument installations, integrations, trend monitoring, assay monitoring, customer communications and all related support activities and commercial strategies. Provides surveillance of product performance and issue escalation through proactive monitoring and analysis of performance data.

Direct, lead, manage and coordinate the support of existing instruments and products to improve customer satisfaction through activities such as phone support, remote support, customer training, assay start up assistance, troubleshooting, field corrective actions and critical account management. Provide effective planning and execution of a high-quality post-sale experience. Leverage customer loyalty by monitoring phone, remote and field support per the service contract or customer segmentation.

Enable the effective communication skills of Technical Support Center team, and monitor the activities of troubleshooting,

documentation, dispatching, escalation, tracking and closing calls, and adherence to quality system of the division, while enabling maximum utilization of remote support tools to proactively improve instrument uptime and customer loyalty.

Direct, lead and manage technical support and assay support teams to ensure sales support and rapid integration to test of

record, which maximizes reagent revenue stream for new placements through efficient integrations.

Manages department activity and provide work direction to Technical Support team, including advanced troubleshooting and issue resolution. Prioritize and assign work to Support personnel as it relates to system installation, assay integration and follow up calls from customers. Identify and implement improvements to internal processes and products; promote customer satisfaction and act as an internal customer advocate; support key account sales objectives and strategy.

Implementation of an Achieving Service Excellence program that improves customer satisfaction, retention and loyalty.

Major responsibilities also include monitoring and analyzing product performance data, identification of emerging issues, assay analysis, top customer monitoring by analyzing Early Warning indicators or shifts in product performance, facilitate faster issue investigations and customer communications.

This role will be the communication conduit for external and internal customers for emerging trends and product issues.They will facilitate expert consultations with Global Service team, Quality, Operations, R&D and Marketing.

Develops, tracks and reports key performance indicators and metrics to measure organizational capability, customer support levels, satisfaction and loyalty.

Responsible for developing and planning strategies and organizational capability to build and develop a support organization that provides consistent remote and on-site support.

Oversee and control department budgets, project capital/RCE expenditures & ROI: develop, monitor and meet expense and recovery plans; continually look for opportunities for cost reductions and cost avoidance. Prepare budgets for cost

pools and manage to them.

Responsible for all aspects of people leadership; setting expectations, coaching, counseling, developing, evaluating,feedback, hiring, discipline and separations.

QUALIFICATIONS:

Bachelors Degree in Biological sciences or related area with some laboratory experience in Cytogenetics or Molecular Biology or an equivalent combination of education and work experience.

Minimum 5 years Management in related organization

Minimum 6 years Customer Support experience

Minimum 2 years Management experience as a Supervisor or equivalent in a support organization required.

Some Previous direct experience with, or exposure to, the process of assay integration into a clinical laboratory.

Some Previous experience developing and managing departmental budgets is preferred.
Job Family: Field Services
Division: AMD Molecular
Travel: Yes, 25 % of the Time
Medical Surveillance: No
Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

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Technical Support Manager

Abbott
Des Plaines, IL

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Abbott
Des Plaines, IL
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