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 Instrument Operations Support Specialist is within our Infectious Disease business unit 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

BASIC QUALIFICATIONS | EDUCATION:

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

PREFERRED QUALIFICATIONS:

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