Abbott Global Service Call Registration Professional in Irving, Texas

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:

Primary Job Function

Provide leadership to service personnel; service management; Area Compliance Professionals; and other internal groups on call registration requirements and process. Act as liason between global service organization and internal functions such as Product Quality; Medical Events; and Service IT for implementation; maintenance and improvement of call registration related activities. Provide leadership to cross-functional teams to investigate and resolve issues associated with call registration system; tools and process. Develop and implement training related to the call registration system; processes and requirements.

Core Job Responsibilities

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

  1. Call Registration Support
  • Act as Subject matter expert for ticket documentation questions

  • Provide guidance to service; medical event and product quality personnel in resolving ticket documentation issues

  • Participate in process community meetings and activities to drive continuous improvement

  1. System and process improvements
  • Gather and act upon user feedback for ticket documentation/coding improvements

  • Identify; investigate and develop improvements to ticket documentation process; system and training methods

  • Own; investigate; and resolve non-conformance investigations pertaining to call registration

  • Participate in system improvement efforts; including requirements definition; informal/formal testing; and updating of user documents

  1. Training
  • Review and updating of call registration training materials and documents

  • Development and delivery of other CMSNext module training (e.g. inventory management; service contract management; etc)

  • Identify; develop; and/or deliver on-going refresher training pertaining to call registration documentation and system

  1. Data Analysis
  • Review and analysis weekly call registration queries/reports; communicate with global service personnel to meet established metrics

  • Identify; develop; and implement data queries needed to ensure solid service/complaint ticket documentation and to foster continuous ticket documentation improvment

  • Respond to data queries results from other areas (TODS; ML; Reliability; GSR) involving ticket documentation issues

Position Accountability / Scope

Leadership position within the Global Service Operations organization acting a a SME in providing guidance and feedback to service personnel and service management team as related to call registration activities. Works with global service personnel (including ADD; AMD; and APOC) and internal groups to identify; analyze; develop solutions; and implement resolution for issues related to call registration process and system improvements. Assists in maintenance of high standard of quality and compliance for worldwide inquiry; service and complaint documentation. Accountability and decision making responsibility related to process and system changes/enhancements; balancing the various aspects that are impacted by call registration; particularing quality; regulatory and business needs. Establishes and maintains a productive working relationship with outside groups; particularly product quality and medical events; to maintain call registration compliance. Influences decisions pertaining to call registration activities to ensure compliance and in meeting business objectives. Must be able to manage without direct authority of individuals within and outside the service organization.

Minimum Education

Bachelors Degree: B.S. or B.A. in Medical Technology; Laboratory Science; or other related scientific field.

Minimum Experience / Training Required

-Clinical Laboratory experience

-Knowledge of regulations and standards pertaining to service records and complaint documenation

-Experience in call registration activities

-Knowledge/experience within ADD/AMD diagnostic service organization (call center, field service, or other)

-Familiarity and experience with clinical laboratory products, preferably with ADD instrumentation and assays

-Experience with quality investigation tools; preferably Lean Six Sigma, CAPA investigations, or similar

-Experience with database queries and data review

-Experience with development and/or delivery of training materials

-Strong written and verbal communication skills

-Familarity of software lifecycle development requirements and documentation

JOB FAMILY:

Customer Service

DIVISION:

ADD Diagnostics

LOCATION:

United States > Irving : LC-02

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

No

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

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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