Senior Instrument Operations Support Specialist

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 Senior Instrument Operations Support Specialist is within our Cardiometabolic business unit located in Taguig, Philippines. In this role you will serve as a senior specialist supporting the Global Supply Chain organization in partnership with Customer Service and Technical Services and will be responsible for processing instrument warranty review and returns in an efficient and accurate manner through multiple sources: SAP, Email, quality system 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!

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: Email, SAP, Excel, phone 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 system
• Elevate escalated workflow issues to Leadership for a timely resolution
• Managing incoming requests from functional mailboxes. Review and respond to all emails with professionalism, accurate information and ensure timely follow-ups
• Work with Master Data, Purchasing, Finance, Sales/Marketing, Distribution Centers and other relevant functions regarding allocations, returns/credits and other order issues
• Subject Matter Expert for instrument returns with ability to investigate and resolve escalated orders from all returns order processing channels and elevate to Team Lead/Supervisor if necessary
• Generate reports as needed, but not limited to, open orders, billing block and error trending
• Collaborate with Team Lead/Supervisor on continuous improvement and identifying process efficiencies
• Responsible for executing assigned task and/or project
• Maintain required knowledge of all Abbott Systems including SAP, Agile, Metro, LERN and SharePoint to accurately provide information to all inquiries and follow business guidelines
• Build and maintain professional working relationship with our internal and external customers
• Execute applicable Quality System processes
• Support Sarbanes Oxley (SOX) compliance
• Other duties as assigned

BASIC QUALIFICATIONS | EDUCATION:

• Must possess at least College/Bachelor’s Degree
• Must be willing to work night shift
• Must be proficient in SAP, MS Office including Excel, Word and Outlook
• Must have competencies: Operational judgement, stakeholder influence, problem solving, project execution, and clear written and verbal communication
• Must be able to multi-task and meet deadlines

PREFERRED QUALIFICATIONS:

• Minimum 5+ year(s) experience in a related field required
• Knowledge of returns processing preferred

COMPETENCIES:

• Detail Oriented
• Customer Focus
• Functional/Technical Skills
• Time Management and Priority Setting
• Problem Solving
• Drive Results
• Written and Oral Communications
• Professionalism
• Collaboration and Teamwork

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

ID Infectious Disease

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)