Technical Services Training Lead

Job description

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 107,000 colleagues serve people in more than 160 countries

     

JOB DESCRIPTION:

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 107,000 colleagues serve people in more than 160 countries

About Abbott

Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis and treatment of a range of health conditions.

Abbott’s life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Our location in Orlando, FL currently has an opportunity for a Technical Services Training Lead. The Technical Services Training Lead (Technology and Product) will be responsible for creating and delivering training on ARDx products, Complaint Handling processes and tools and other knowledge areas, as required, to the Technical Services teams and other ARDx personnel engaged in the complaint handling process. Including promoting efficiency and enhancing our customer experience by developing the skills of personnel.

WHAT YOU’LL DO

·  Identify individual and group training needs across the Technical Services network in conjunction with team leads/managers
·  Develop and maintain training offerings to ensure that necessary skillset is maintained within Technical Services teams.
·  Deliver training on ARDx products and the underlying technology to facilitate effective troubleshooting
·  Deliver training on ARDx complaint handling processes to maximize customer satisfaction while maintaining regulatory compliance.
·  Interface with Business Analyst and IT to prepare and deliver training on complaint handling applications
·  Monitor effectiveness of training on an ongoing basis and identify opportunities for continuous improvement.
·  Scan the environment for new developments in technical customer service and evaluate suitability for inclusion in Technical Services training offerings.
·  Establish and monitor the necessary training KPI’s to ensure that Technical Services group maintains compliance to Divisional trending metrics
·  Reviews and analyses data set trends with the technical service team leads/managers. Considering the data set trends provides direction in terms of setting training priorities and for process enhancement. Leads investigations of the negative trends and implementation of actions.
·  Reviewing continuously opportunities to streamline processes and implement changes that will drive efficiencies and improve our quality compliance and customer’s experience. Provides support to TS team through real-time interventions: side-by-side, coaching sessions, feedback, and cascades
·  Responsible for the Induction and training of new team members ensuring that the highest levels of training are delivered and measured. Also maintain and grow personal knowledge and skills, technical and / or product knowledge within the team.
·  Responsible for the record keeping of all TS induction programs and ongoing training as required.
·  Writes procedures and other Documentation needed for the compliant management of training preparation and delivery.
·  Perform all job duties in accordance with relevant policies: Abbott policies & regulatory compliance Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Technical service activities and meeting both ISO13485 and FDA 820 requirements on complaint management.

EDUCATION AND EXPERIENCE YOU’LL BRING

Required

·  Third level qualification/Bachelor’s degree in medical/science/engineering discipline;
·  Or at least 3 years’ experience working in training instructional design or related experience;
·  Or equivalent combination of education/experience
·  Demonstrated success in managing training deployment using Multimodal Learning Strategies

Preferred

·  Strong analytical skills, excellent attention to detail and good business judgment.
·  Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments.
·  Self-starter who possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities.
·  Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to colleagues as necessary.
·  Strong record of developing and implementing procedures within a compliance framework.
·  Ability to effectively convey the subject matter to ensure comprehension to all audiences.

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

·  Training and career development , with onboarding programs for new employees and tuition assistance
·  Financial security through competitive compensation, incentives and retirement plans
·  Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
·  Paid time off
·  401(k) retirement savings with a generous company match
·  The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully:  http://www.abbottbenefits.com/pages/candidate.aspx

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

     

JOB FAMILY:

Product Development

     

DIVISION:

ARDx Abbott Rapid Diagnostics

        

LOCATION:

United States > Orlando : 30 S Keller Road

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

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

     
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf