Team Lead Professional Customer Service Support (Knoxville, TN)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Team Lead Professional Customer Service Support provides technical leadership and support for the Customer Service Organization, ensuring effective product support and customer satisfaction through training, project management, and technical assistance.

Responsibilities:

• Responsible for implementing and maintaining the effectiveness of the quality system
• Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware, software, and reagent issues
• Determines level of urgency and develops recommendations that reflect customer and Abbott business needs
• Performs proactive support activities (PMs; TSBs; ISAs) to maintain system performance
• Applies standard troubleshooting tools or concepts to identify the real issue and its root cause
• Improves customer self-sufficiency by partnering with the customer on-site and by phone
• Supports use of ADD products in the customer facility by conducting instrument installation; integration; and on-going customer training at the customer site
• Provides training to increase customers’ knowledge of component replacement and assay knowledge
• Identifies issues requiring resolution and updates customers on progress and confirms satisfaction during closure of events
• Seeks feedback from customers and uses it for improving service level
• Critical accounts support high volume or high-risk accounts in addition to other routine requests
• Manage time; territory; systems and accounts effectively to meet customer needs; organizational priorities; and sales objectives
• Maintains and develops technical competence on instrument systems assigned as well as job-related tools and processes
• Responsible for implementing and maintaining the effectiveness of the quality system
• Position is critical to the support of the CAPA Sub-System with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns
• Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner
• Trains; develops; and mentors others in the theoretical and practical application of techniques; technical tools; assay and instrument installation and integration processes; on-site repair and phone troubleshooting; and account management
• Advances the level of technical expertise within the Customer Service Organization
• Leads; organizes; and conducts technical projects involving the development of new methods; or processes; or products
• Participates in project planning; process updates; and experimental design
• Establishes project operation criteria and technical standards for excellence
• Formulates detailed plans for execution by other departmental personnel
• Recognizes and reports trends in product issues; assesses risk; determines appropriate response
• Communicate recommendations to Global expert team and/or internal departments
• Presents complex technical data to large or diverse groups
• Leads critical account management situations as part of combined sales/service/support effort

Requirements:

• Bachelor's degree in medical technology; Bio-Medical engineering or other science or engineering field
• Minimum of 5 years of relevant experience with instrumentation utilized in a laboratory environment and 2 recent years of experience providing technical product application and/or hardware support
• Must live in the territory
• Experience with Alinity s is preferred, Alinity c and GLP experience is a plus
• Knowledge of regulations and standards affecting IVDs and Biologics
• Knowledge and experience in managing operations impacted by Quality Systems, cGMP requirements, and a high level of FDA and third-party scrutiny
• Accomplishes results individually and in collaboration on teams and work groups
• Analyzes discrete issues and provide solutions; Identifies missing information or recognizes underlying issues; Organizes thoughts and information into clear explanations or presentations
• Makes logical timely decisions based on analysis and experience Effectively Manages Time; Prioritizes tasks and defines tasks necessary to meet goals; Organizes own activities and time to complete multi-faceted tasks and assignments; Manages daily workload related to call documentation; parts inventory and cycle count accuracy
• Manages team's schedule effectively to ensure all customer support needs (phone and on-site) are accomplished
• Manages company assets. Manage expenses within guidelines
• Demonstrates customer technical service and support knowledge and awareness, including understanding of the technology systems, awareness and effective utilization of key metrics and their interrelationships in balancing productivity and service quality
• Strong analytical, communication, and project management skills are essential