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)