Abbott Customer Service Training Manager - Abbott Diabetes Care in Alameda, California

At Abbott, we're committed to helping you live your 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, 94,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve. Please note that candidates need to be eligible to work in the U.S. without Abbott sponsorship.

JOB DESCRIPTION:

Position Summary:

The Manager of Customer Service Training will be responsible for the planning, design, development, implementation and administration of Customer Service training programs and customer training and knowledge sharing web sites. Advises company management on customer services training program needs and matters, making or recommending appropriate decisions. Serves as the liaison with Regulatory, Quality, Marketing, R&D and IT to develop programs.

Additional Main Responsibilities:

Developing, administering and documenting training for Customer Care call center and staff.

Manages updates and rework to existing training materials.

Developing training modules on ADC products, processes, programs and emerging technologies.

Manages development and delivery of training updates.

Ensuring that a continuous process of best practices is implemented for continuous improvement to training program Manages program training priorities, resources, and policies through and in collaboration with ADC and supplier Customer Service teams.

Accountability/Scope/Budget:

Position has the ability to positively impact customers who use ADC products.

Position represents ADC to the customer and individual is expected to positively reflect ADCs mission.

Position has a high level of accountability.

ANALYTICAL ABILITY Must be able to objectively analyze situations and able to look at the overall scheme.

AUTHORITY TO ACT: Must be able to make sound decisions with the customer in mind while in compliance with ADCs policies and procedures.

Additional Qualifications:

BA/BS required. Candidate will be expected to communicate with both internal and external customers in an effective manner. In addition, candidate will be expected to develop and assist in the development of training materials as well as conduct training, as necessary Training and Training management proven experience Strong organizational, presentation, and coaching skills. Candidate should have strong interpersonal and communication skills, excellent judgment. Computer literacy, familiarity with MS Word, Excel, PowerPoint. Previous Customer Care/Technical service/Clinical Professional experience essential. A minimum of 5 years work experience required. Knowledge of diabetes and blood glucose monitoring helpful. Experience with supplier and website management helpful.

Strong preference will be given to candidates with the following experience:

  • Customer Service Call Center experience

  • Teaching/Training experience

  • Healthcare work experience

JOB FAMILY:

Customer Service

DIVISION:

ADC Diabetes Care

LOCATION:

United States > Alameda : 1360-1380 South Loop Road

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

Yes

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 150 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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