Job Information
Abbott Service Manager Strategic Account (New York City, Boston, MA, Philadelphia, or Hartford, CT) in New York, New York
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 114,000 colleagues serve people in more than 160 countries.
About Abbott
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.
Working at Abbott
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.
Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
An excellent retirement savings plan with high employer contribution
Tuition reimbursement, the Freedom 2 Save (https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program and FreeU (https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) 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.
The Opportunity
This is a remote position.
Qualified candidates must currently live in the New York City, Boston, MA, Philadelphia, or Hartford, CT area.
Must be able to travel up towards 50%
What You’ll Work On
This position manages field service engineers to deliver superior customer service to a strategic account.
This position is responsible for the planning, implementation, and direction of all customer service and support activities.
The primary goal of this position is to support customer satisfaction and business performance goals.
A key responsibility of this position is to support and maintain the professional development of employees to increase productivity.
This position manages a multi-functional organization to deliver superior customer service to US customers.
This position is responsible for the planning, implementation, and direction of all customer service and support activities.
The primary goal of this position is to support customer satisfaction and business performance goals including sales and margin.
A key responsibility of this position is to support and maintain the professional development of employees to increase productivity.
Responsible for Leadership; Supervision, development, assessment and effective
utilization of the professional customer service advocates.
Coaches, mentors, and trains advocates.
Monitor key performance indicators, perform root cause analysis, and implement corrective action plans.
Ensure compliance related to regulatory, financial, and other areas.
Key contact for internal and external order related audits.
Develop and implement information flow across organizations.
Design and implement processes for moving product through order processing and
distribution.
Identify, design and execute training for new and changed processes and new employees.
Provide on-call support as needed.
Provide day to day advocate guidance and escalation for frontline customer issues.
Design and implement improvement initiatives.
Major Responsibilities:
Responsible for implementing and maintaining the effectiveness of the quality system.
This position has responsibility for recruiting, hiring, motivating, setting performance standards, monitoring performance, coaching, counseling; and training employees.
Responsible for maintaining an effective organization and communications network that is capable of responding to the needs of customers, as well as providing an immediate
solution to daily problems.
Provides operational support of the Customer Center by monitoring daily operations,
maintaining OEC compliance, taking actions to respond to daily service level delivery issues, planning for resources needed to meet future demands, and trending and tracking of key statistics to support achievement of departmental and divisional goals.
Writes and conducts performance reviews.
Identifies and recommends systems changes to manage product flow.
Conducts remote and desk side observations of agents. Coaches’ agents for on-going
Development, enhancement of core competencies, effective use of resources.
Identify and provide coaching, mentoring, and training as needed for frontline advocates.
Identify opportunities for improvements, not just in our agents, but also, in our customer service delivery strategy, processes, training, reference materials, systems, measurements, coaching, and policies.
Review workflow processes and recommend improvements.
Communicates performance and behavioral expectations.
Reinforces desired behaviors through leading by example, feedback, and creating an
environment conducive to agent performance.
Identifies root causes, process and service gaps, roadblocks to quality customer service, opportunities for process and agent performance.
Impact costs by minimizing expenses while maintaining best in class customer experience.
Interacts with systems personnel as needed to develop and change systems requirements to match current business needs.
Responsible for supervision, development, assessment, and effective utilization of 10- 15 professional customer service advocates. Coaches, mentors, and trains advocates.
Financial:
- Accountable for actions that have a direct impact on overtime and spare part spend.
Manage budget.
Quality/ Compliance: Ensure effective implementation of Quality System and regulatory practices across their group to achieve divisional and FDA compliance, work with Quality groups to establish, and improve quality policies and procedures, ensures that employees are trained and follow established policies and procedures, ensures OEC compliance with transactions of goods and services.
Decision making:
- Makes timely technical, operational, and business decisions with high risk or consequences to the business.
Example:
- One national or key account can represent $5-20MM in annual sales.
Example:
- Lack of adherence to quality / regulatory system requirements can result in FDA regulatory action, with high level monetary or other severe consequences negatively impacting the entire business.
Customer Relationships:
Cultivates relationships with external customers and personnel (direct reports and associated field team) who have direct contact with external customers.
Has direct impact and influence affecting customer relationships across multiple US market segments (hospital labs, reference labs, blood banks, physician offices), including high profile and influential accounts. Accountable for providing a level of service that is perceived by our customers to be the best in the industry.
Design and execute training across organizations and divisions as needed.
Interact directly with all levels of the organization, and the FDA.
First level decision rights for escalated customer issues and frontline response including consideration of financial implications.
Align goals to department success factors, understand the business strategy of the
organization.
Required Qualifications
- Bachelor's degree required and or direct experience.
Preferred Qualifications
Customer service experience highly desirable.
Management experience
Knowledge of regulations and standards affecting IVDs and Biologics.
Call center expertise and a good understanding of operating systems is very important to this position to improve service and maximize productivity.
Background in business analysis with direct customer contact experience is desired.
Knowledge and experience in managing operations impacted by Quality Systems, cGMP requirements, and a high level of FDA and third-party scrutiny is desired.
Strong analytical, communication, and project management skills are essential and the ability to interact effectively at all levels of management and with customers inside and outside of Abbott.
Working knowledge of systems applications including SAP, Microsoft Office, and Call Center.
Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com (http://www.abbottbenefits.com/pages/candidate.aspx)
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is $95,000.00 – $190,000.00. In specific locations, the pay range may vary from the range posted.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email corpjat@abbott.com