Senior Instrument Operations Support Specialist

Thornton Tomasetti; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Abbott Rapid Diagnostics in Taguig, Philippines, is seeking a Senior Instrument Operations Support Specialist to join the Global Supply Chain team. You will manage warranty and returns processing across SAP, CRM, email, and Excel, ensure data accuracy, and escalate issues to leadership for timely resolution.

This role requires night shifts and strong collaboration with Master Data, Purchasing, Finance, Sales, and Distribution Centers.

Qualifications

• Education: College/Bachelor’s Degree required.
• Willingness to work night shift.
• Proficient in SAP and MS Office (Excel, Word, Outlook).
• Strong operational judgement, stakeholder influence, and problem solving.
• Ability to multi-task and meet deadlines.

Responsibilities

• Manage and process customer warranty and returns via email, SAP, Excel, phone, and CRM.
• Ensure data accuracy for instrument returns in SAP ERP.
• Escalate workflow issues to Leadership for timely resolution.
• Handle requests from functional mailboxes.
• Reply to emails with professionalism and timely follow-ups.
• Coordinate with Master Data, Purchasing, Finance, Sales/Marketing, and others for credits and issues.
• Act as Subject Matter Expert for instrument returns and escalate when needed.
• Generate reports on open orders, billing blocks, and error trends.
• Collaborate with Lead for continuous improvement and process efficiencies.
• Maintain knowledge of SAP, Agile, Metro, LERN, SharePoint to assist inquiries.
• Build professional relationships with customers.
• Execute applicable Quality System processes.
• Support SOX compliance.
• Other duties as assigned

Skills

Operational judgement

Stakeholder influence

Problem solving

Project execution

Written and verbal communication

Education

Bachelor's Degree

Tools

SAP

MS Office

Excel

Word

Outlook

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 Senior Instrument Operations Support Specialist is within our Cardiometabolic business unit located in Taguig, Philippines.

In this role you will serve as a senior specialist supporting the Global Supply Chain organization in partnership with Customer Service and Technical Services and will be responsible for processing instrument warranty review and returns in an efficient and accurate manner through multiple sources: SAP, Email, quality system and Salesforce.com (CRM). Also responsible for the adherence of all procedures and Service Level Agreements (SLAs) established. If you seek a dynamic role where your contributions will pave the way in developing new products, systems, and processes, come work with us! This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES

• Manage and process the workflow related to customer warranty and returns which includes: Email, SAP, Excel, phone 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 escalated workflow issues to Leadership 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
• Subject Matter Expert for instrument returns with ability to investigate and resolve escalated orders from all returns order processing channels and elevate to 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 on continuous improvement and identifying process efficiencies
• Responsible for executing assigned task and/or project
• Maintain required knowledge of all Abbott Systems including SAP, 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 SAP, MS Office including Excel, Word and Outlook
• Must have competencies: Operational judgement, stakeholder influence, problem solving, project execution, and clear written and verbal communication
• Must be able to multi-task and meet deadlines

PREFERRED QUALIFICATIONS

• Minimum 5+ year(s) experience in a related field required
• Knowledge of returns processing 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.

Follow Us: Facebook LinkedIn YouTube Twitter