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Customer Technical Advocate II

Expired Job

Abbott Irving , TX 75014

Posted 2 months ago

At Abbott, we're committed to helping people live their 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, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Primary Job Function:

Responsible for implementing and maintaining the effectiveness of the quality system. Create troubleshooting processes; monitor technical expertise of others; serve as technical liaison; develop and monitor account management plans for high profile and critical accounts; develop employee and customer training and support materials; review and approve product documentation and customer communications.

Core Job Responsibilities:

Responsible for implementing and maintaining the effectiveness of the quality system. Develop troubleshooting processes; interpret procedures and recommend applications to unique situations.

Evaluate information/data; determine true causes of problems; and take action to prevent further product issues. Recognize and report trends in product issues; assess risk; determine appropriate actions. Communicate recommendations to quality and product development groups.

Investigate systemic problems and identify causes; develop solutions. Act as resource to for escalation of problems from others. Participate in training needs analysis Conduct training for employees.

Develop modify training materials and programs to increase effectiveness of learning and reinforce training. Recommend topics and monitor the presentations of others for technical accuracy. Establish appropriate measurements to assess improvement (baseline; metric; goals; ROI).

Lead long-term process improvement teams to address difficult or complex issues; work with large; diverse multi-functional process improvement teams. Provide expertise to product development groups in the design and development of diagnostic tools and procedures for unique and systemic product problems.

Define/communicate product support/ service goals or metrics; synthesize input from various sources to influence product design. Design product integration process; manage integration of complex; high profile accounts; interface cross functionally to ensure successful product integrations.; Frequent interaction with customers over the telephone; some involvement in CSC teams and critical account management.; Frequent interaction with customers in critical account management; frequent involvement on cross-functional teams. Interact with R&D; Business teams; Marketing; Quality; external vendors; peers; and the training organization regarding product development/improvement issues.

Interactions are frequently with all management levels. Represent the CSC to customers and VIP's. Present technical information and project results to staff and upper management; Analyzes Processes and Provides Solutions.

Integrates complex information from multiple sources to understand the larger process issue; develops alternatives; directs customer to improved methods; e.g.; assesses laboratory work flow or environmental conditions.; Produces New Concepts. Integrates information from varied sources to produce a model to explain; predict or anticipate trends and issues; explains the bigger picture when situations are complex and ambiguous; steps back to reassess defined problem and proposed solution to consider broader issues; e.g.; develops new solutions to recurrent product problems; plans an instructional sequence.; Defines Project Scope. Defines scope; priorities and schedules for multiple tasks and projects; manages multiple tasks to completion; e.g.; establishes product launch milestones and timelines.; Evaluates Impact.

Assesses the impact a decision will have on the company and customers; makes critical on-the-spot decisions when necessary; evaluates the implications of new information or events; e.g.; weighs customer; design and financial requirements in recommending a site visit. Assesses risk/benefit of instrument replacement; Employs Strategic Perspective. Aligns ADD business goals and external customer needs; promotes customer interest with regard to product design and improvements; e.g.; ensures that customer perspective is represented in customer notification letters; works with marketing to assure that clinical claims reflect customer requirements.; Actively Listens.

Listens actively to acquire information and understand the other's viewpoint; asks questions to elicit further information; reads non-verbal and tone of voice cues and adjusts manner accordingly; verifies understanding of others inputs; e.g.; identifies customer issue by using good probing questions; responds empathetically to concerns of a peer; restates customer concern during interaction. Exchanges Information. Exchanges information internally and externally with appropriate frequency and within a time frame to maximize its utility; verifies information is understood by recipient; confirms agreement to action plan; e.g.; sends follow-up letter to customer; notifies sales rep of customer problem; shares information and knowledge with peers.

Makes Presentations. Makes presentations to peers; managers and areas outside of CSC; creates presentation and training materials; e.g.; translates problem-solving task into training opportunity; uses data and presents within own functional area to influence decision. Speaks and Writes Effectively.

Presents ideas clearly and concisely; adjusts communication to audience needs; defines appropriate communication method for disseminating information; e.g.; explains clinical applications or procedures; converses with customer at their level of expertise; writes technical documents; documents information clearly.; Acts Proactively. Takes initiative to exert a positive influence on business productivity; confronts issues in a constructive manner and at an appropriate organizational level; takes ownership; e.g.; raises questions in meetings; brings issues and resource needs forward; suggests process improvements before a problem is an issue. Motivates Self and Others.

Encourages others to achieve goals; stimulates others to think out of the box; inspires others to reach new milestones; displays a positive attitude; e.g.; sets challenging goals for self and others; turns negative conversations toward the positive. Leads Others.

Provides support and tools to allow others to carry out tasks and make decisions; creates a teamwork environment; and leads by example. e.g.

Assumes leadership of a project and oversees people and budget to meet milestones; Receives/Gives Feedback. Asks for and gives constructive feedback on the strengths and development needs of self/others; e.g. Completes a feedback assessment tool for a peer or section manager; requests a feedback session after an important milestone; participates in a team performance process review.

Identifies Current and Future Developmental Needs. Stays aware of business goals and technology; advances to identify needed skills; knowledge and experience; e.g. Determines the need for a transition to using new software applications or tools.

Plans and Achieves Development Goals. Prepares a plan that sets appropriate development goals; balances the time needed for accomplishing current work and achieving development goals; e.g.; has a clearly defined development plan. Coaches/Mentors Others.

Provides coaching/mentoring in technical and organizational areas; tracks progress; gives feedback; e.g.; Determines action plan to achieve improvements; provides additional opportunities to improve skills.; Establishes Relationships. Initiates and cultivates open; honest relationships with coworkers and internal and external customers; develops an understanding of others needs and follows through on commitments; e.g.; establishes network of contacts within sphere of work; ensures timely response to customer inquiries; build relationship with CARES Account to resolve ongoing issue. Demonstrates Empathy.

Recognizes others moods and adjusts accordingly. Remains approachable and creates a sense of calm. Maintains composure and acknowledges customer implied and expressed feelings while remaining objective.

Diffuses volatile situations; e.g.

Acknowledges customer pressures and acts calmly to resolve the difficulty. Trains/Educates.

Guides others in acquiring knowledge and skill. Keeps customers informed of services; limitations and procedures. e.g. Leads a group or individual through a process.; Actively Participates in Meetings and Teams.

Actively participates in customer or team meetings by offering pro and con suggestions; works toward consensus; e.g.; works on a project team to improve procedures and processes. Shows Commitment to Team Objectives. Follows through on goals; contributes willingly and acknowledges the ideas of others; shares resources; knowledge and accountability to benefit the objectives of the business; e.g.; solves problems with peers; contributes to effective teamwork; accepts responsibility for action items Builds Teams.

Creates teams that involve the right people with the right skills for the job; assures that meetings are productive and well run; e.g.; puts together a cross-functional team. ; Develops or Refines Processes. Looks at processes and how they work today; anticipates customer needs; analyzes trends to generate and implement improvements; e.g.; proposes expense reduction opportunities; suggests refinement of a process to increase efficiency. Generates New Ideas.

Anticipates future needs and designs processes that meet those needs; consistently generates/adopts original solutions to problems; e.g.; brings important customer information to the product design teams; improves service by creating new; innovative tools for customers.; Creates Business Opportunities. Keeps abreast of customer business environment; influences product design aligned with customer input; consults with customer to identify new opportunities for Abbott products; uses knowledge of the competition to anticipate needs of customers; e.g.; identifies opportunities to expand service agreements or product use to increase ADDs business; participates in technical business review with customer; reviews customer product usage and suggests improvements.; Prepares for Future Challenges. Identifies future business/technical requirements and establishes goals to achieve them; implements USO Customer Services strategy to achieve critical success factors; e.g.; incorporates new technology such as Internet troubleshooting for customers or computer telephony; benchmarks against other organizations.

Provides Vision. Contributes to the development of the business strategy e.g. helps define and communicate customer service mission statement; communicates ADD philosophies/strategies.

Accountability / Scope:

Act as a technical mentor; technical advisor and team leader to assist others. Achieve goals and results; assess impact of goals on business objectives and outcomes.

Consider financial implications as part of decision making. Independently conceive and develop approaches to problem issues. Facilitate critical; high profile and national account communications between customers and other ADD organizations.

Identify training requirements; oversee training activities. Approve technical materials developed by others. Maintain employee product training materials and assure employees have the technical knowledge to perform their job effectively. Define and communicate own performance and development goals aligned with department goals.

Minimum Education:

Knowledge of regulations and standards affecting IVDs and Biologics. Bachelors Degree in science or Degree in electronics or IT; or equivalent experience in laboratory environment; field service or Abbott Diagnostics products with 5-7 years work experience. Thoroughly understands the theory and application of Abbott Diagnostics products to the medical laboratory environment.

Minimum Experience / Training Required:

Minimum of 4 years post degree experience in laboratory environment; field service or Abbott Diagnostics products with 5-7 years work experience preferred.

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 or email

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Customer Technical Advocate II

Expired Job