Instrument Operations Support Specialist

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 Instrument Operations Support Specialist is part of the Global Instrument Operations team located in Taguig, Philippines. In this role you will serve as a specialist supporting the Global Instruments Operations organization in partnership with Customer Service and will be responsible for processing instrument warranty review and returns in an efficient and accurate manner through multiple sources: Fax, Email, Esker Fax Automation 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!

Responsibilities

• Manage and process the workflow related to customer warranty and returns which includes: Fax and Email return orders into Esker (fax automation solution), EDI (Electronic Data Interface), 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 workflow issues to Leadership or Subject Matter Expert 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
• Ability to investigate and resolve escalated orders from all sales order processing channels (Esker, SAP and Salesforce.com) and elevate to Subject Matter Expert (SME) and 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 and Subject Matter Expert (SME) on continuous improvement and identifying process efficiencies
• Responsible for executing assigned task and/or project
• Maintain required knowledge of all Abbott Systems including SAP, Esker, 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
  
  

• Must possess at least College/Bachelor’s Degree
• Must be willing to work night shift
• Must be proficient in MS Office including Excel, Word and Outlook
• Must have good keyboarding and typing skills
• Must have data entry experience
• Must be able to multi-task and meet deadlines
• Must be able to communicate professionally
  
  

• Minimum 1-2 year(s) experience in a related field required
• Knowledge of SAP or ERP applications preferred
  
  

• Detail Oriented
• Customer Focus
• Functional/Technical Skills
• Time Management and Priority Setting
• Problem Solving
• Drive Results
• Written and Oral Communications
• Professionalism
• Collaboration and Teamwork