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 107,000 colleagues serve people in more than 160 countries

Leading an active lifestyle is important to the many people we serve. In Abbott’s Heart Failure division, we’re advancing the treatment of heart and vascular disease through breakthrough medical technologies in electrophysiology and heart failure, allowing people to restore their health and get on with their lives. 

WHAT YOU’LL DO 

The Senior Manager, Global Services, leads the Customer and Technical Service functions for the Abbott Heart Failure business globally.  The organization is responsible for customer order management, technical field service of products, as well as call center management for customer and patient issue resolution for products that sustain patients’ lives.  As part of this fast growing division that is expanding globally, this leader has strategic responsibility for developing enhanced service solutions and implementing them globally.  This requires working cross-functionally, and across Abbott, to strategically develop and coordinate activities, as well as to manage resources to meet key performance indicators providing high level of customer satisfaction. The Senior Manager, Global Services, leads the Customer and Technical Service functions for the Abbott Heart Failure business globally.  The organization is responsible for customer order management, technical field service of products, as well as call center management for customer and patient issue resolution for products that sustain patients’ lives.  As part of this fast growing division that is expanding globally, this leader has strategic responsibility for developing enhanced service solutions and implementing them globally.  This requires working cross-functionally, and across Abbott, to strategically develop and coordinate activities, as well as to manage resources to meet key performance indicators providing high level of customer satisfaction.

Has multi-site management and strategic responsibility directly or through staff for directing the technical support of Division products by ensuring that all questions from the field and from internal sources are answered in a thorough, accurate, and timely manner.  Accountable for enhancing and broadening the skill sets, as well as supervision and management, of assigned resources.  Ensures that documentation processes and data monitoring of customer comments are consistent across various Technical Services arenas on a global basis.  Recommends, interprets and implements corporate, division or organizationally specific policies and procedures to accomplish assignments as well as resoling a broad range of issues and problems; ensures employee compliance with such policies, practices and procedures.  Works closely with other departments to strategically develo9p and coordinate services activities,  Assures that quality of services meets internal and external customer requirements.

• Directs the global “in-house” technical and customer service support staff for Division products.

• Develops staff:  critiques, instructs, mentors, evaluates and coaches to maintain current industry standards for field of responsibility and the safety requirements for laboratories and chemical handling are met within department.

• Assists in the creation of an environment that consistently fosters employee understanding of quality and motivates all employees to actively participate in the process of continuous quality improvement.

• Establishes and implements standards for all (global) personnel and department and ensures that these sites use similar databases and have access to similar, up-to-date information on products, performance and technology within the scope of the Division.

• Drafts and implements department policies/procedures and ensures their compliance with Regulatory and Quality systems.  Demonstrates and provides guidance to technical services employees on proper department procedures.

• Oversees the department training program and syllabus for new employees as well as existing employee development.

• Assists the Marketing and Engineering departments with making decisions on product features and issues.

• Assists Technical Service personnel with difficult customers or unusual request from field sales representatives.

• Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback. Sets goals which align to department plans and manages the execution of goals through coaching and mentoring. Maintains a safe and professional work environment.

• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.  Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

EDUCATION AND EXPERIENCE YOU’LL BRING 

Required 

• Bachelors Degree (± 16 years) In Engineering, or a related academic field an equivalent combination of education and work experience

• Minimum 10 years progressively more responsible, relevant services.

• Minimum of 5+ years of demonstrate experience at a supervisory/managerial level. 

• Must be skilled at delegation, follow-up and team building.  

• Ability to work in a highly matrixed and geographically diverse business environment.

• Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results.  

• Ability to work effectively within a team in a fast-paced changing environment.

• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.

• Multi-tasks, prioritizes and meets deadlines in timely manner.

• Strong organizational, planning, and follow-up skills and ability to hold others accountable. 

• Ability to travel, including internationally.

Preferred 

• Masters Degree (± 18 years) In a relevant discipline/concentration is preferred.

• Experience working in a broader enterprise/cross division business unit model preferred.

WHAT WE OFFER  

At Abbott, you can have a good job that can grow into a great career. We offer: 

• (MFTG ONLY): A fast-paced work environment where your safety is our priority
• (MFTG ONLY): Production areas that are clean, well-lit and temperature-controlled
• Training and career development, with onboarding programs for new employees and tuition assistance  
• Financial security through competitive compensation, incentives and retirement plans  
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs 
• Paid time off  
• 401(k) retirement savings with a generous company match 
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities 

Learn more about our benefits that add real value to your life to help you live fully:  www.abbottbenefits.com  

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity. 

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