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 115,000 colleagues serve people in more than 160 countries.

The Opportunity

This position works out of our Pleasanton, CA location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.

The Global Service Director is responsible for the development and leadership of a world-class service organization in support of current and future Abbott Heart Failure offerings worldwide. Service directors' duties include identifying business opportunities to improve customers' experience, monitoring the performance of the customer service team, developing strategic procedures on service delivery, creating new promotional offers and services, and coaching the team to increase business productivity. Develops, implements and executes world-wide service strategy including management of service budget and resource planning to maximize the margin profile of Heart Failure portfolio.

What You’ll Work On

• Establish and evolve strategies and executions to drive best in class technical support for HF patients/customers and develop long term strategy for geographical expansion and drive increased revenue through Service.
• Establish strong cross functional partnership with Ops, R&D, Finance & Commercial on defining and implementing a “service as profit center” model to be deployed globally. Coordinate and facilitate revenue and budget forecast with the service and commercial leadership teams.
• Anticipate market trends and environmental forces and implement the necessary changes to meet customer needs.
• Responsible for the evolution of quality process and procedure for service by partnering with Division Quality. Ensure adherence to compliance, standards, guidelines and regulations.
• Responsible for providing unique and differentiated customer experience and driving customer loyalty. Also responsible for achieving reference-ability and retaining base business.
• Establishes and implements standards for all (global) technical support personnel and department and ensures that these sites use similar databases and have access to similar, up-to-date information on products, performance and technology within the scope of division.
• Acquire, inspire and retain top talent to achieve a high level of competence, motivation and efficiency in order to secure sustainable profitability and delightful customer experience.
• Responsible for all service applications and systems (including metrics and reporting) used by the Global Service Organization to enhance service representative effectiveness and productivity.
• Leverage Digital Technologies and governance to develop new service offering to satisfy unmet needs of customers and key stakeholders.

Qualifications

• Bachelor’s Degree in a Technical Discipline; Master’s Degree preferred
• Minimum of 15 years managing in a high volume, medical device operations environment understanding and overcoming supply chain, regulatory and compliance challenges.
• Minimum of 10 years in a service function, including experience defining and tracking customer metrics; Managing medium to large global complex organizations
• Minimum of 5 years management experience in other clinical operations and/or regulatory affairs positions desirable. Global Experience is preferred. Sales, Marketing or General Manager experience also preferred.

Apply Now

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. 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.

The salary for this role is between $156,400 – $312,800