Instrument Operations Support Specialist

Taguig City, Metro Manila
Permanent
Full-time

1 day ago

JOB DESCRIPTION: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 Instrument Operations Support Specialist is within our Cardiometabolic business unit located in Taguig, Philippines. In this role, you will serve as a specialist supporting the Global Supply Chain 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 salesforce.com (CRM). Also responsible for the adherence to 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!This job description will be reviewed periodically and is subject to change by management.RESPONSIBILITIES: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 salesforce.com (CRM)Assume ownership and responsibility for data accuracy of all instrument returns order information that is entered into Abbott’s SAP ERP systemElevate workflow issues to Leadership or Subject Matter Expert for a timely resolutionManaging incoming requests from functional mailboxes. Review and respond to all emails with professionalism, accurate information and ensure timely follow-upsWork with Master Data, Purchasing, Finance, Sales/Marketing, Distribution Centers and other relevant functions regarding allocations, returns/credits and other order issuesAbility to investigate and resolve escalated orders from all sales order processing channels (Esker, SAP and Salesforce.com) and elevate to Subject Matter Expert (SME) and Team Lead/Supervisor if necessaryGenerate reports as needed, but not limited to, open orders, billing block and error trendingCollaborate with Team Lead/Supervisor and Subject Matter Expert (SME) on continuous improvement and identifying process efficienciesResponsible for executing assigned task and/or projectMaintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, LERN and SharePoint to accurately provide information to all inquiries and follow business guidelinesBuild and maintain professional working relationship with our internal and external customersExecute applicable Quality System processesSupport Sarbanes Oxley (SOX) complianceOther duties as assignedBASIC QUALIFICATIONS | EDUCATION:Must possess at least College/Bachelor’s DegreeMust be willing to work night shiftMust be proficient in MS Office including Excel, Word and OutlookMust have good keyboarding and typing skillsMust have data entry experienceMust be able to multi-task and meet deadlinesMust be able to communicate professionallyPREFERRED QUALIFICATIONS:Minimum 1-2 year(s) experience in a related field requiredKnowledge of SAP or ERP applications preferredCOMPETENCIES:Detail OrientedCustomer FocusFunctional/Technical SkillsTime Management and Priority SettingProblem SolvingDrive ResultsWritten and Oral CommunicationsProfessionalismCollaboration and TeamworkAn equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.We provide reasonable accommodation to qualified individuals with disabilitiesThe base pay for this position is N/AIn specific locations, the pay range may vary from the range posted.JOB FAMILY: Customer ServiceDIVISION: ID Infectious DiseaseLOCATION: Philippines
Taguig City : Five/Neo BuildingADDITIONAL LOCATIONS:WORK SHIFT: StandardTRAVEL: Not specifiedMEDICAL SURVEILLANCE: Not ApplicableSIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

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