Instrument Operations Support Team Lead

Overview

Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of
Instrument Operations Support Team Lead
is within our Infectious Disease business unit located in Taguig, Philippines. In this role you will serve as a team lead supporting the Global Instruments Operations organization in partnership with Customer Service and will be responsible for processing instrument warranty review and returns in an efficient and accurate manner through multiple sources: Fax, Email, Esker Fax Automation and (CRM). Also responsible for the adherence of all procedures and Service Level Agreements (SLAs) established.

If you seek a dynamic role where your contributions will pave the way in developing new products, systems, and processes, come work with us

• Manage and process the workflow related to customer warranty and returns which includes: Fax and Email return orders into Esker (fax automation solution), EDI (Electronic Data Interface), and (CRM)
• Assume ownership and responsibility for data accuracy of all instrument returns order information that is entered into Abbott's SAP ERP system
• Elevate workflow issues to Leadership or Subject Matter Expert for a timely resolution
• Managing incoming requests from functional mailboxes
• Review and respond to all emails with professionalism, accurate information and ensure timely follow-ups
• Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met
• Collaborate with Team Leader/Supervisor and Specialists/Subject Matter Expert (SME) on continuous improvement and identifying process efficiencies
• Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, LERN and SharePoint to accurately provide information to all inquiries and follow business guidelines
• Build and maintain professional working relationship with our internal and external customers
• Work with management to ensure that all KPIs are met on an on-going basis
• Continuously review opportunities to streamline processes and work with the Global Instrument Operations Team to drive efficiencies and improve our customers' experience
• Provide on the job training and mentoring to ensure that all Instrument Specialist competencies are maintained to the highest standard
• Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer Service activities
• Ensure training policy, procedures and activities support successful ISO audits
• Ensure all training activities are met to guarantee they exceed any audit requirements/standards

• Must possess at least College/Bachelor's Degree
• Must be willing to work night shift
• Must be proficient in MS Office including Excel, Word and Outlook
• Must have good keyboarding and typing skills
• Must have data entry experience
• Must be able to multi-task and meet deadlines
• Must be able to communicate professionally
• Experience in dealing with external vendors and supply contracts
• Demonstrated success in supporting colleagues through side by side training and coaching support
• Proven track record in delivering continuous improvement projects in a changing environment
• Solid understanding of and experience in sales distribution and logistics
• Excellent Project management and report writing skills essential
• Third level relevant business qualification or associated discipline / experience

• Minimum 1-2 year(s) experience in a related field required
• Knowledge of SAP or ERP applications preferred
• Advanced Excel, Access, PowerPoint skills

• Customer Focus
• Functional/Technical Skills
• Time Management and Priority Setting
• Problem Solving
• Drive Results
• Written and Oral Communications
• Professionalism