Instrument Operations Support Specialist

Abbott Laboratories; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Abbott Laboratories in Taguig, Philippines, is seeking an Instrument Operations Support Specialist to assist the Global Supply Chain with processing instrument warranty reviews and returns, utilizing Esker, SAP ERP, and Salesforce CRM.

You will ensure data accuracy, manage incoming requests, and collaborate with Master Data, Purchasing, Finance, and Sales to resolve issues, generate reports, and support SOX compliance. This role requires night shifts.

Qualifications

• Bachelor’s degree required.
• Willingness to work night shift.
• Proficient in MS Office (Excel, Word, Outlook).
• Strong data entry and multitasking abilities.
• Professional communication required.

Responsibilities

• Process instrument warranty reviews and returns via Esker, SAP ERP, and Salesforce CRM.
• Maintain data accuracy for instrument returns in SAP ERP.
• Escalate workflow issues to SME or Team Lead for timely resolution.
• Handle inquiries from functional mailboxes and respond professionally.
• Collaborate with Master Data, Purchasing, Finance, Sales/Marketing and Distribution Centers on allocations and credits.
• Generate reports on orders, billing blocks and errors as needed.
• Support SOX compliance and execute Quality System processes.

Skills

Data entry

Attention to detail

Communication skills

Time management

Problem solving

Collaboration

Education

Bachelor’s degree

Tools

SAP

ERP systems

Salesforce

Esker

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

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)

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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