GSS, AbbottLink Engineer

Follow your aspirations to Abbott for diverse opportunities, competitive salaries, great benefits, a 401(k) retirement savings plan, a company paid pension plan and profit sharing, all with a company providing the growth and strength to build your future.Provides support to both internal and external customers as the primary contact for support of the AbbottLink technology associated with AM systems. Major responsibilities include serving as the technical expert for this product and providing technical guidance to customers as it relates to security administration, networking, virtual private network set up, one-way/two-way communications, software and network patch administration, etc. Additional responsibilities include working through technical questions, troubleshooting and resolving technical issues, and helping address any specific needs surfaced by our customers as it relates to this technology. Must be very well organized and have intimate knowledge of the product. Must be able to manage changing priorities. Must be able to clearly articulate thoughts and ideas to both internal and external customers. Must be responsive to questions, issues, and needs in a timely manner. It is important for this individual to have a strategic understanding of this product and help drive additional enhancements and improvements into the product through regular contact with the ADD AbbottLink program, Abbott Molecular GSS, Regional Areas of support responsibility, and any additional key stakeholders. Provide on-site support at customer locations within assigned geographic areas for complex installations or advanced troubleshooting.Maintain alignment between the ADD AbbottLink program and AM Global Service & Support regarding strategies, standards, specific policies, processes, procedures, and compliance.Provides worldwide technical product support for AM instrument systems providing both worldwide phone and on-site support.Major Responsibilities:Responsible for implementing and maintaining the effectiveness of the quality system.Work directly with external customers to address AbbottLink system configuration, set up, and security administration as well as address any customer-specific needs.Deploy and review AbbottLink system surveys to ensure completeness of information, accuracy of information, and address any technical questions or issues that a customer may have.Monitor and maintain AbbottLink system access for internal personnel and external customers. Responsible for updating all new requirements as it relates to system access. Responsible for administering any system wide software or operating system patches.Coordinate, monitor and report completion of AbbottLink related activities including installations completed, installations pending and schedule for completion. Responsible for collecting any other pertinent data needed by the program to report status.Verify AbbottLink connectivity on day of installation, coordinates post-installation paperwork or closure of accounts added to AbbottLink. Troubleshoot and assist in resolution of AbbottLink connectivity issues at area level and escalates to AbbottLink program when appropriate.Monitor and maintain customer satisfaction through direct contact. Work directly with customers via telephone and through personal visits. Provide Level II support worldwide. Communicate issues, activities, and status of assignments. Provide a rapid conduit to the AbbottLink program to ensure that requests for additional enhancements are carefully considered from both and internal and external point of view. Develop, maintain, and actively communicate the requests for enhancements to GSS management and the AbbottLink program so that they can collect all requests from around the world and then prioritize the requests based on cost, time to develop, and incremental benefit to the customer/product.Work with all key stakeholders to ensure that they are kept abreast of current developments with the product. Keep technical information up-to-date and current. Ensure that all applicable technical documents are routed to be posted on internal websites. Communicate needed technical information when appropriate for internal/external presentations, etc. Must stay current with industry standards and communicate any new requirements to all key stakeholders. Continually look for ways to enhance the product, simplify the processes, or decrease the expense associated with the product. Work with the GSS training organization to ensure that the AbbottLink training materials/programs meet the needs of the customer it is intended to satisfy. Continually look for ways to improve the training experience through alternative means of delivering training, enhancing the information that is discussed, or through additional tools that are targeted at specific areas.Coordinates, monitors and reports completion of area AbbottLink product deployment against commitment and AbbottLink project related activity status.Communicates appropriately with the countries to ensure their alignment with key processes related to AbbottLink deployment and support.QualificationsKnowledge of regulations and standards affecting IVDs and Biologics.Minimum 3 years experience of Customer Service Operations & or /Minimum 3 years in IT infrastructure and technologies & or /Minimum 4 years in IT application support (internal and external customers).Must be proficient in English (written and verbal)Project management experience preferred.Ability to travel extensively on an international basis. Bachelors Degree in Computer Science, Information Systems, Engineering or EquivalentAbbott welcomes and encourages diversity in our workforce. EEO/AATo apply for this position, click here.To learn more about Abbott and view other opportunities, click here.