Manager, Equipment Customer Service
Manager, Equipment Customer Service
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$ 97300 - 194700
1 Vacancy
Job Description
JOB DESCRIPTION:
About Abbott
At Abbott you can do work that matters grow and learn care for yourself and your family be your true self and live a full life. Youll also have access to:
Career development with an international company where you can grow the career you dream of.
Employees can qualify forfree medical coverage in ourHealth Investment Plan (HIP) PPOmedical plan in the next calendar year.
An excellent retirement savings plan with a high employer contribution.
Tuition reimbursement the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelors degree.
A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity working mothers female executives and scientists.
The Opportunity
This position works out of our Orlando location in the Abbott Heart Failure Acelis Connected Health business. Our Heart Failure solutions are helping address some of the Worlds greatest healthcare challenges.
As the Manager Equipment Customer Service youll be responsible for managing strategies operations and personnel within equipment customer service for Acelis Connected Health.
Principle Responsibilities
The following reflects managements definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Manage multiple customer service teams across multiple operational sites with duties ranging from patient onboarding equipment orders/reorders equipment management preventative maintenance and customer satisfaction
Create and implement strategies for supervisors to balance call workloads including inbound outbound and auto-dialer
Achieve and maintain top-level net promoter scores for a base of 7000 patients
Develop and implement KPIs that monitor ongoing quality output and efficiency
Create and implement strategies for improving baseline performance nurturing top talent and building functional competencies to meet future business needs.
Manage functional budget in achieving operational margin expectations
Required Qualifications
Bachelor Degree (/- 15 years) in business or engineering
3 years of relevant management experience
5 years of experience in a high-complexity production environment (e.g. call center manufacturing)
Proven ability to develop and execute strategies to define and enhance customer experience
Proven ability to leverage business analytics and lean/six sigma principles to enhance decision-making and drive daily operational performance
Required Qualifications
5 years managing call center operations
Six sigma black belt
Proficiency in business analytics e.g. PowerBI or similar
Learn more about our health and wellness benefits which provide the security to help you and your family live full lives:
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 on Facebook at and on Twitter @AbbottNews.
The base pay for this position is
$97300.00 $194700.00In specific locations the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
HF Heart Failure
LOCATION:
United States > Orlando : 30 S. Keller Road
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) Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day) Continuous walking for prolonged periods (more than 2 hours at a time 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: EEO is the Law link - Espanol: Experience:
Manager
Employment Type
Full-Time
Key Skills
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