1+ months
2018-03-152018-07-20

Global Service Manager - Transfusion Medicine Informatics

Abbott
United States

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.

Job Summary:

Global technical support for AlinIQ informatics product family placed in Abbott Transfusion Medicine customer sites.   Participate in AlinIQ informatics product family  development and translate product features into strategy implementation and support plans specific to the ATM customer business environment. Represent ATM Service and Support teams on internal improvement teams. Implement processes that improve Transfusion Ambassadors ability to support AlinIQ informatics products.

Responsible for development of technical service and support documentation ; including ISAs; TSBs; Service and Support manuals and user impact for application documentation. Analyze trend data from a variety of sources to determine true causes of problems; and develop plans to resolve; anticipate; and avoid them.  Extrapolate solutions to novel incidents from unrelated precedents; resolve ambiguity.  Influence and drive service performance at the global and country level. Translate customer needs into product and process requirements; review process and product designs to ensure that customer satisfaction and establish programs to address those issues and prevent defects. Improve processes used by service teams to reduce cost of service and improve customer satisfaction.

Primary Job Function:

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

Manage department and technical experts within a global support functional area. Oversee global technical support for product family. Participate in strategy development and translate strategy into specific actions. Represent Service and Support teams on internal improvement teams. Implement processes that improve Service performance. Establish department goals and plans to meet them. May make decisions which impact quality; time or cost; makes timely decisions.

Core Job Responsibilities:

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


Lead and develop highly technical product support; escalation and training personnel per policies and procedures. Manage and report service level metrics by country within product responsibility.


Responsible for technical service and support documentation; including ISAs; TSBs; Service and Support manuals and user impact for application documentation.

Represent country and area service teams regarding quality system and service actions for products supported; including customer satisfaction metrics and input.

Analyze trend data from a variety of sources to determine true causes of problems; and develop plans to resolve; anticipate; and avoid them. Extrapolate solutions to novel incidents from unrelated precedents; resolve ambiguity.

Influence and drive service performance at the global and country level. Hold country service teams accountable and manages completion of CAPA mandatory actions prior to due date.

Translate customer needs into product and process requirements; review process and product designs to ensure that customer satisfaction and establish programs to address those issues and prevent defects.

Prepare and manage to departmental budget and global retrofit budget for products supported. Identify and present needs for capital; facilities; and product and process improvements.

Workload balance technical support; on-site escalation; employee and customer training with internal projects and product improvements.
Balance on-market resource needs with new product development. Balance project prioritization with support functions.

Create a climate of high performance; trust and respect within the organization. Conduct performance; development; and disciplinary discussions with employees. Interview candidates for positions in the department.

Build effective relationships internally and externally by productive exchange information with employees; peers; global service leaders; internal leaders and customers.

May require extensive global travel with little or no notice. Communicate effectively with peers and leaders from different countries and cultures on a daily basis. Share best practices and processes globally to impact service effectiveness.

Improve processes used by service teams to reduce cost of service and improve customer satisfaction. Manage concurrent projects and meet timelines.

Position Accountability/Scope:

Position scope is within the product family supported by technical team.

Communicate effectively with global area and country service and support communities. Represent the function to other areas of the company and outside the company.

Ensure compliance to regulatory requirements; understand and apply GMP; understand quality and procedures and provide resources for compliance (i.e. training).

Identify and implement cost reductions; accountable for positively impacting the cost of service globally.

Accountable for budget/ financial responsibility for spending; cost improvements and variances; manages within prescribed budget parameters.

Oversee and coordinate multiple shift operations; team must support all countries 24X7 by email or phone .

Resolve or raise issues to the appropriate level for resolution.

Minimum Education:

Knowledge of regulations and standards affecting IVDs and Biologics.
BS or equivalent and 5+ years related experience.

Minimum Experience/Training Required:

5+ years of related technical or service experience, BS or equivalent. Previous technical team or service supervisory/management experience is required. Requires experience using financial information to make decisions and using standard analytical tools to support decision making; experience in a regulated environment.


Job Family: Field Services
Additional Location: United States - Illinois - Lake Forest
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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Global Service Manager - Transfusion Medicine Informatics

Abbott
United States

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Abbott

US

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