Instrument Operations Support Specialist

Abbott; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Abbott is seeking an Instrument Operations Support Specialist in Taguig, Philippines, to support the Global Supply Chain with processing instrument warranty reviews and returns across multiple sources.

You will ensure data accuracy in Abbott’s SAP ERP system, collaborate with cross-functional teams, and escalate issues to SME/Leadership as needed. Night shift readiness is required and SAP/Esker/Salesforce skills are valued.

Qualifications

• Must possess at least College/Bachelor’s Degree.
• Must be willing to work night shift.
• Proficient in MS Office including Excel, Word and Outlook.
• Good keyboarding and typing skills.
• Data entry experience required.
• Ability to multi-task and meet deadlines.
• Ability to communicate professionally.

Responsibilities

• Manage and process warranty and returns workflow via Esker, SAP and Salesforce.com.
• Ensure data accuracy for instrument returns in Abbott’s SAP ERP system.
• Escalate workflow issues to leadership for timely resolution.
• Handle inquiries from functional mailboxes with professional responses and timely follow-ups.
• Coordinate with Master Data, Purchasing, Finance, Sales/Marketing, and DCs on allocations and credits.
• Investigate escalated orders and elevate to SME or supervisor when needed.
• Generate reports on open orders, billing blocks, and error trends.
• Support continuous improvement with SME and team lead guidance.
• Execute assigned tasks and projects and adherence to Quality System processes.

Skills

Detail oriented

Customer focus

Time management

Problem solving

Written and oral communications

Professionalism

Collaboration and teamwork

Multi-tasking

Data entry

Education

Bachelor's degree

Tools

SAP ERP

Esker

Salesforce.com

Microsoft Office Suite

Job description

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 Cardiometabolic business unit located in Taguig, Philippines. In this role you will serve as a specialist supporting the Global Supply Chain 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.

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