Abbott Technical Support Manager, Customer Systems in Longford, Ireland

About Abbott

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.

Abbott in Ireland

In Ireland, Abbott employs almost 3,000 people across 11 sites. Abbott has six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford and Sligo and a third party manufacturing management operation in Sligo. It has commercial and support operations in Dublin and shared services in Dublin and Westport. Abbott serves the Irish market with a diverse range of health care products including diagnostics, medical devices, nutritionals and branded generic pharmaceuticals. Abbott has been operating in Ireland since 1946.

We currently have a executive vacancy for a Technical Support Manager, Customer Systems that can be based at one of our sites in Ireland or Germany and the role will involve the following:

Responsible for leadership and technical support for Customer topics and issues involving ADD assays and systems. The role has a global span; however; a specific regional focus may also be required e.g. Europe; US or Asia/PAC. The job requires an excellent working relationship with ADD Technical; Quality and Commercial functions and Customers. The position provides an essential link between Operations Technical Support and the Customer for technical discussions and feedback. The position drives Customer Satisfaction and Loyalty through partnership with ADD functions and the Customer. The position involves direct contact with the customer and provides opportunity to know what customers want and provide timely feedback of assay and system performance and customer expectations to Marketing; Quality and Technical functions using the Quality System where appropriate.

Core Job Responsibilities

  • Responsible for implementing and maintaining the effectiveness of the Quality System.

  • Provide appropriate level of technical; scientific; and Subject Matter Expertise, leadership and support for ADD products and assay systems to key customers and Key Opinion Leaders around the world.

  • Support the ongoing development of customer relationships by working closely with Commercial; Service; and Quality organizations.

  • Provide technical leadership for key Divisional and/or Global technical initiatives and projects that have a Customer focus.

  • Support Commercial tenders and region-specific technical requests by coordinating and delivering technical information and supporting data.

  • Liaison with Division Quality to promote customer interactions and increase Net Promoter Score (NPS) ratings.

  • Provide the Customer Systems Technical Support updates to the organization via reports and charts.

  • Relate customer feedback to the ADD leadership teams to ensure the business is fully aware and therefore able to remain competitive and customer focused.

The position reports to the Manager; Customer Systems; Technical Support. The incumbent is accountable for identifying strategies to maintain and improve Customer Satisfaction with the company’s IVD products. The position identifies and communicates customer concerns to appropriate internal organizations and respective management. The position is responsible for the development of appropriate strategies and action plans for key customers/assays/instruments; while working in partnership with various functions across the Division. The incumbent is accountable to maintain & monitor Key Performance Indicators (KPIs) and provide weekly; monthly and quarterly updates to the Global Technical Support contact. The incumbent requires good judgment; planning and organizational skills; high work standards; energy; initiative; flexibility; decisiveness; and proven problem-solving skills.

This position has no direct reports but engages daily with key internal stakeholders and colleagues from Technical Support, Quality, Medical & Scientific Affairs, Marketing and Commercial Enterprise and Customer Experience. This position has direct contact with Abbott Customers.

Minimum Experience / Training Required

Good knowledge of IVD products and systems, customers and markets.

Knowledge of regulations and standards affecting IVDs and Biologics.

Knowledge and experience of Lean and 6 Sigma problem solving tools.

Good working knowledge of ADD’s processes and systems, experience of using AbbottLink ASSET and CMS is an advantage.

Excellent interpersonal skills, proven ability to work with people and manage conflict.

Ability to manage cross functional teams involving Abbott and external members to deliver results and achieve goals.

Good presentation/verbal/written skills with all organizational layers.

Fluent in English required. Additional languages desirable but not mandatory.

Willing and able to travel by air up to 25% of the time.

Minimum of 5-7 years of successful related experience.

Minimum Education

Bachelor's Degree in science or PhD in a life Science or Engineering discipline with a minimum of 5-7 years of successful experience in a related quality; technical or operations Diagnostics discipline.

Or

A Certificate or Diploma in a Life Science or Engineering discipline with 15 years of successful experience in a related quality; technical or operations Diagnostics discipline.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com