Training Manager Customer Service

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 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Working at 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. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical 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 bachelor’s 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

We are seeking a Training Manager, Customer Service in our Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. 

This role in the US Customer Service organization is key to facilitating delivery of superb consistent service by agents at our technical support, social media and consumer relations support centers.  The Manager of Customer Service Training will be responsible for curricula design, content development, implementation, and delivery of agent training programs. Serves as the liaison with Regulatory, Quality, Marketing, R&D and IT to develop and implement customer service programs.

What You’ll Work On

• Develop, administer, and document training for third party customer service centers.
• Create training modules on ADC products, processes, programs, and emerging technologies. Publish and manage training procedures and work instructions.
• Manage updates to existing training materials, including quality, legal and regulatory reviews
• Deliver training to third party trainers and customer service teams
• Facilitate continuous improvement to training program and implement best practices across programs and centers
• Manages program training priorities, planning calendar, forecasted resources, and policies through and in collaboration with ADC and supplier Customer Service teams
• Subject matter expert for complaint management system
• Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management
• Support audits as required

This position may travel both domestically and internationally.

Required Qualifications

• Bachelor’s degree in Business or related field
• Minimum 5 years of experience in training and development preferably in the medical device industry
• Candidate will be expected to communicate with both internal and external customers in an effective manner
• In addition, candidate will be expected to develop and assist in the development of training materials as well as conduct training, as necessary
• Training and Training management proven experience
• Strong organizational, presentation, and coaching skills
• Candidate should have strong interpersonal and communication skills, excellent judgment
• Computer literacy, familiarity with MS Word, Excel, PowerPoint.
• Previous Customer Care/Technical service/Clinical Professional experience essential

Preferred Qualifications

• Knowledge of marketing, commercial operations, social media, current industry compliance standards and experience in an FDA regulated industry a plus.
• Knowledge of diabetes and glucose monitoring helpful
• Experience with supplier and website management helpful

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://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 abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: