Global DHS Technical Service Manager

Global DHS Technical Service Manager

About Abbott

Abbott 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 113,000 colleagues serve people in more than 160 countries.

MAIN PURPOSE OF ROLE

This position will support the US AMS expansion, oversee the global technical service experience strategy and planning, insights, and operations, and develop best in class service and technical documentation standards in the division for AlinIQ products with primary focus on AlinIQ AMS. This role will identify and create global strategies to improve service and technical documentation, ITS and customer experience, reduce escalation and issue resolution time, and reduce costs.

Will have a significant impact on the success of the Customer Digital Delivery Organization by delivering accurate, relevant, and engaging technical and service documentation experience and enhancing technical knowledge for internal and external audiences that will be a driver of Digital Health Solutions being a "best in class" delivery organization.

Responsible for 3-4 direct reports as well as having significant influence on the service documentation strategies of the Global Delivery Organizations. This role will regularly interact with the Sr. Manager for Global Customer Digital Delivery, R&D team, Global Training Manager, and the Area Delivery Leaders.

MAIN RESPONSIBILITIES

• This role will support the US AMS expansion strategy by providing ITS oversight and AMS skill development for the US Area Delivery organization.
• Direct management of Technical Writers for Service documentation and Global Service Professionals/SMEs.
• Define objectives, responsibilities, team goals and ensure goal achievement.
• Support the development of value creation strategies for Service and technical documentation (including but not limited to documentation pre-testing and final testing and proofreading) and ensure their implementation.
• Indirectly responsible for technical Services provided by external service vendors & third parties.
• Direct the allocation of work and coordinate team members to ensure prompt and efficient services to internal stakeholders and clients.
• Define goals, manage performance, conduct regular 1:1s and annual appraisals.
• Ensure best in class service delivery in line with customer expectations and divisional guidelines, such as Net Promoter Score (NPS).
• Create new and innovative methods to support effective AlinIQ AMS launches including GLP integration, which also includes service documentation and technical support.
• Strive for continuous improvement.
• Support the Area team and clients taking care of escalated Service queries.
• Ensure compliance of Service team’s activities with the applicable Abbott quality standards, policies and procedures regarding safety, confidentiality, HR, Finance, general administration, and reporting.
• Effectively applies analysis to determine root causes of problems and creates alternative solutions that resolve the problems in the best interest of customers and the business.
• Anticipate what could happen in the environment and what could be done if specific events occur. Incorporate new patterns of behaviors and expect new and better thinking from each other in line with the ongoing needs of our businesses.
• Plans and prioritizes work to meet commitments aligned with organizational goals. Gains clear understanding of tasks needed to complete work, identifies resources needed to carry out plans and delivers the work in an excellent quality level.
• Knows the most effective and efficient way to get things done with a focus on continuous improvement.
• Coaches, motivates, and develops talent, not just a selected few.
• Sets and clarifies performance targets and objectives. Applies performance management system, practices, and tools to develop and improve individual, team, and organizational performance.
• Builds partnerships and works collaboratively with others to reach shared objectives. Finds ways to add value to the overall team, draws out input from others and is a valued resource who goes out of the way to help others.
• Makes sense of complex sometimes contradictory information to effectively solve problems. Probes deeply for root causes, uses systematic problem-solving methods well.
• Adapts to changing work demands, flexibly and comfortably, by moving forward with less than perfect information.
• Controls appropriate use of customer service-related policies and procedures within area of responsibility.
• Ensure reports of work activity via the various platforms are carried out in a timely manner for own work and team.
• Produce regular and ad-hoc reports for management.
• Coordinate across functional areas, business units, and/or geographies in order to achieve the company or area goals.
• This is an on-site role. Travel can be up to 30% based on the business needs.

Education

Bachelors Degree (± 15 years) in Science

• Educated to degree level or relevant professional qualification.
• High level of numerical ability.
• Minimum education requirements are necessary as evidence that the individual can manage the complexities of the role.

The base pay for this position is N/A. In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Support Services

DIVISION:

CRLB Core Lab

LOCATION:

Italy > Milan : Viale Edison 110, Edison Park Centre

WORK SHIFT:

Standard

TRAVEL:

Yes, 50 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable