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Sr. Global Service Engineer


This is a Contract position in Irving, TX posted June 12, 2019.


Global Service EngineerAbbott is a global healthcare leader that helps people live more fully at all stages of life.

Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.

Our 103,000 colleagues serve people in more than 160 countries.JOB DESCRIPTION:Primary FunctionSupporting the Global Service and Support organization, by being a Subject Matter Expert in all technical aspects of the organization’s instrumentation platforms.

The role requires the need to provide direct and onsite technical support for field engineers, through leading field service escalations and collaborating with external vendors and internal Product Support teams in order to obtain successful resolutions.

Comprehensive technical training courses are expected to be written, prepared and delivered to a variety of participants, which will comprise mainly field service engineers but also other internal teams and some customer training will be required.

Creation of service documentation comprises a core responsibility ranging from small procedural documentation modifications through to large sections of service manuals and comparable records.

Multiple service and support related projects involvement is required, a number of which need to be led, many of which comprise cross functional teams.Major ResponsibilitiesResponsible for implementing and maintaining the effectiveness of the quality system.In order to support this role, it is estimated onsite and subsequent travel time to averagePrimary responsibilities are for providing worldwide remote and direct support and assisting in designing worldwide product support strategies to the Global Ibis Support team on complex technical issues and leading elevated technical complaints, collaborating with the instrument vendor and other Product Support Teams to obtain a successful resolution.Approximately 25% of total time, though this can increase significantly at times of elevated activity.Additional Responsibilities Develops, conducts, designs and Leads comprehensive technical training courses.Leads multiple projects, many of which directly impact the operation and procedures of the Support and Service organization.

It is anticipated that multiple projects will occur simultaneously, which requires utilization of developed product manager skills.Provides leadership and guidance to junior team members.Represents the Global Service team efficiently and effectively at a variety of ProductSupport, Product Improvement and Service & Support appointments.Leads technical documentation projects.

Designs, creates, authors and verifies technical documentation, ranging from small scale procedures through to larger service manualsIdentifies leading edge technologies for technical communication.Performs retrofit analyses and retrofit management analyses.

Signs ECN/DCRs for existing and new products.

Develops problem-solving techniques.Monitors performance of Clinical, New Launch, and current systems.Performs cost and performance trend analyses, recommends corrective action, identifies risks, and reports results to management.Contributes to development of and implementation of worldwide service and support plan.Assists and or performs design functions for serviceability and supportability of engineering activities for new products during product design and launch.Analyzes failure data to identify trending and product support early in the design stages.Develops and implements installation and preventative maintenance procedures.Provides monthly highlights to the Senior ManagerEducationBachelors Degree preferred in one of the following technical disciplines: Engineering,Electrical, Electronics, Life Sciences or Molecular Sciences with related field experience.In lieu of a Bachelors Degree, a similar Associates Degree with 3 years of experiencewill be considered.BackgroundThe role requires adhering to a stringent Quality Control system in concordance with thediagnostic industry.3 years technical service and or support experience (support, field service, systems development, reliability testing, and/or OEM management) and prior supervisory/management experience preferred.

Has acquired extensive experience, and, or, knowledge of Field Service operations and customer satisfaction.Demonstrated customer oriented communication skills required.

A basic understanding of cGMP, QSR, and IVDD requirements is required.Projects run simultaneously and therefore good project management skills are required.Strong documenting of performed work and adhering to company policies is a must.This position is a very visible position requiring extensive interpersonal contacts with both internal and external customers.

The individual must maintain excellent communication skills, verbal and written.

They must be able to conduct themselves in a most professional manner, even under stressful and time limited conditions.AccountabilityComply with all Regulatory, FDA, and AM quality system procedures.Adherence to Abbott, OEC, and GSS policies and procedures.Achieve Service Excellence
– manage and monitor customer satisfaction through escalation activities, instrument performance metrics and survey programs.Accountable for maintaining performance standards such that Abbott Laboratories is represented in a most professional manner to our customers.Reviews project plans, timelines, progress towards goals and evaluates results; recommends resource allocations and/or changes project scope to achieve broad objectives.Originates, develops, reviews and approves service documentation including service manuals, TSBs, and ISAs.The field travel section of the role accounts for approximately 25% of the job total time, though this number can significantly increase in times of elevated activity.JOB FAMILY:Field ServicesDIVISION:ADD DiagnosticsLOCATION:United States > Irving : LC-02ADDITIONAL LOCATIONS:WORK SHIFT:StandardTRAVEL:Yes, 25 % of the TimeMEDICAL SURVEILLANCE:Not ApplicableSIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basisAbbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link
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For more than 125 years,Abbott has been helping people reach their potential — because better health allows people and communities to achieve more.

With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life.

Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people.

They push the boundaries to help manage and treat some of life’s greatest health challenges.We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.Follow Us:FacebookLinkedInYouTubeTwitter