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)