Instrument Operations Support Team Lead

Abbott

  • Taguig City, Metro Manila
  • Permanent
  • Full-time
  • 15 days 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 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 salesforce.com (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!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 Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are metCollaborate with Team Leader/Supervisor and Specialists/Subject Matter Expert (SME) on continuous improvement and identifying process efficienciesMaintain 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 customersWork with management to ensure that all KPIs are met on an on-going basisContinuously review opportunities to streamline processes and work with the Global Instrument Operations Team to drive efficiencies and improve our customers’ experienceProvide on the job training and mentoring to ensure that all Instrument Specialist competencies are maintained to the highest standardPartner 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/standardsBASIC 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 professionallyExperience in dealing with external vendors and supply contracts.Demonstrated success in supporting colleagues through side by side training and coaching supportProven track record in delivering continuous improvement projects in a changing environmentSolid understanding of and experience in sales distribution and logisticsExcellent Project management and report writing skills essentialThird level relevant business qualification or associated discipline / experiencePREFERRED QUALIFICATIONS:Minimum 1-2 year(s) experience in a related field requiredKnowledge of SAP or ERP applications preferredAdvanced Excel, Access, PowerPoint skillsCOMPETENCIES:Customer FocusFunctional/Technical SkillsTime Management and Priority SettingProblem SolvingDrive ResultsWritten and Oral CommunicationsProfessionalismThe 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)

Abbott