Abbott Sr. Global Service Professional in Santa Clara, 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.


Position Summary

Provides leadership to Level 3 field support process globally, including training, remote support, and onsite support. Liaison between global field service organization, and internal functions such as manufacturing, quality, R&D, etc. Designs, develops, and implements service strategy and documentation for both customer and employee support. Provides leadership of cross functional teams, including the management of all project deliverables. Provides guidance and feedback to associates and professionals to insure service and support expectations and goals are met.

Main Responsibilities

Level 3 Field Support: -Provides phone email coverage and documentation. -Identifies and troubleshoots basic instrument and/or assay issues.

This includes the use of the service tools, manuals and log analysis, as appropriate.

Develop action plans for account resolutions.

Performs technical responsibilities of local service personnel, such as performing repairs, TSBs, and installs.

Identifies key and emerging field issues, and creates action plans for resolution.

Develops new strategies for the use of log analysis for issue resolution. -Ensures Lessons Learned are incorporated into service documentation.

Training: -Trains students (internal or external) in either classroom or field setting.

Field co-travels to receive On the Job (OJT) training.

Follows processes and procedures related to instrumentation and how to properly interact with customers.

Critically evaluates student performance and provides feedback to management team.

Trains/mentors new trainers.

Subject Matter Expert (SME) for technical content development, review, and for overall curriculum design.

Service Documentation: -Redlines and/or develops service/ quality documents with assistance by senior professional.

Subject Matter Expert (SME) for cross functional site documents.

Performs service documentation approval process while forming relationships with the appropriate areas.

Product Support -Represents Global Service at cross functional meetings.

Creates presentation and training materials for cross-functional or service business meetings.

Identifies and prioritizes service needs (new parts, new projects, new training/support materials, etc.) Assists with the development and maintenance of retrofit budget.

As a project team leader, develops overall project timelines and deliverables, leads meetings, provides updates to management and overall team.

Service Strategy -Identify, develop, and implement new service tools, parts, and procedures to reduce service costs globally.

This includes providing input on retrofit budget strategy, and Top-10 issue tracking.

Lead cross functional teams (TPD, manufacturing, local service, etc) to resolve instrument, software, and/or assay issues.

Creates and implements service strategies for remote monitoring, tracking, and reporting.

Develops service strategy for new product launches and revises service strategy for on-market products.

This includes service costs analysis, parts stocking recommendations, remote diagnostics strategies, life-cycle planning, etc.


Peer leadership position within GSS providing guidance and feedback to the associate and service professional.

Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution.

Ensures compliant, technically accurate service documentation.

Works closely with R&D, TPD, and Marketing to develop and implement service strategy on existing and new products.


Minimum: Associates Degree or equivalent certification in Science, Engineering, Allied Health or scientific or engineering related field Preferred: BS Degree in Science, Engineering, Allied Health or related field Minimum 6 years of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field.


Field Services


ADD Diagnostics


United States > Santa Clara : 4551 Great America Parkway





Yes, 10 % of the Time




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.

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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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