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Director On-Market Technical Support and Services

Company: Abbott Laboratories
Location: Des Plaines
Posted on: June 12, 2022

Job Description:

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 113,000 colleagues serve people in more than 160 countries.

At Abbott Molecular, we realize the potential of personalized care as the laboratory's most trusted and preferred source for molecular diagnostic solutions. We are a division of Abbott Laboratories, a global, diversified healthcare innovator with a legacy of pioneering work in medical diagnostics.

Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis, and treatment of a range of health conditions.

Abbott's life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. We're empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott's diagnostics instruments, providing lab results for millions of people .

Molecular Diagnostics at Abbott at its Des Plaines, IL Headquarters has an opportunity for the Director, On-Market Technical Support and Services.


The Director, On-Market Technical Support and Services is responsible for technical product support and improvements for on-market TPM-manufactured instruments and reagents as well as supporting strategic business initiatives.

They are also responsible for enabling successful operational performance through support of efficiency improvements, cost reductions, quality improvements and commercial enhancements to on-market products.

Will collaborate with both Quality and Operations business partners (mainly) and will also support, as necessary, supply chain and engineering improvements associated with suppliers and TPMs for the AMD global manufacturing network. Provides innovative solutions and strategies, technical communications, and projects designed to improve cost profile, reliability, manufacturing capability and robustness, profitability, and global acceptance of AMD's instruments and reagents and assays.

Directs the work of a broad range of technical and support personnel draw on technical expertise within and outside of Abbott. Coaches and mentors' team

members across multiple, diverse projects on performance and development needs. Acts to develop subordinates as future managers and director candidates. Position has significant impact on many aspects of the business, from people, customers, processes and products to sales growth, margin and division performance.

a. Quality/Safety:

* Responsible for implementing and maintaining the effectiveness of the quality system.

b. Technical Knowledge:

* Provide independent reviewer and operations inputs to product development teams working under
* Design Control as well as on-market design changes, focusing on Process Design, Process Capability, Analytical Method Design and Design Transfer.
* Develop and apply operations/ product/ process knowledge to area of support.
* Use sound judgment, appropriate scientific methods, and thorough data analysis.
* Accurately documents work.

c. Planning/Project Management:

* Keeps projects on track within their technical, time and budget objectives.
* Solicits input for alternative approaches to resolve critical business issues.
* Conceive, plan, design, execute, and document projects/activities efficiently and in conformance with applicable procedures.

d. Patient Focus:

* Anticipates, identifies, and resolves internal and external customer issues through understanding of processes, product performance and clinical utility.

e. Communication/Leadership:

* Set department vision and strategy, plan, coordinate, direct, coach, develop, hire, communicate and control the use of personnel.
* Establishes goals that are consistent with development, manufacturing, regulatory and customer requirements.
* Implements plans/policies, assigns responsibilities, and directs subordinates to meet division goals.
* Communicate problem resolution across teams to minimize potential reoccurrences.

F. Business Focus/Alignment:

* Influences and communicates direction and outcome of critical issues that have direct impact on compliance and business performance.
* Demonstrates fiscal responsibility through actionable recommendations and accomplishments such as maintaining product availability and improvements in product sustainability.
* Aligns resources with strategic business priorities


* This function is accountable to the DVP Operations AMD
* The Director, On-Market Technical Support and Services will have accountability for on-market Technical Support for all TPM-manufactured assays, Supplier Technical Support, Investigation and Field Technical (DIV level as warranted) Support.
* This position makes final decisions regarding administrative and technical matters.
* Erroneous decisions may have a serious impact on the overall success of the division.
* Therefore, previous experience managing a technical operations team/department in a manufacturing environment is necessary to perform the duties required in this position.
* Interacts with executive and senior level management to reach agreements regarding significant program strategies, funding and prioritization of projects/programs.
* These interactions require strong written and oral communication skills.
* Coordinates with Worldwide Marketing and Operations to integrate program/project goals with commercial, quality, regulatory and TPM manufacturing goals.
* The position requires a high degree of adaptability, creative decision-making, and technical/scientific problem-solving abilities.
* Unplanned situations involving technical product problems, changes in worldwide demand, customer quality concerns, competitive problems/advances, financial variances, employee relations situations, manpower loading, and external regulatory agency incursions are typical challenges that must be satisfactorily resolved in an expeditious manner.
* This job involves constant analysis of priorities among many variables: production efficiency, customer service, cost control without compromising quality.
* The incumbent must influence decisions made by technical/scientific, marketing, operations, quality, regulatory and materials and engineering disciplines to maintain customer satisfaction and meet division earnings objectives.



* Bachelor's Degree in life science or engineering.
* Minimum 8-10 years' experience required.
* Proven ability to provide direction and deliver results through coordination of various functional groups and people leadership and influence.
* Experience/knowledge in Engineering, Systems Integration, Manufacturing, Customer Support, Design Transfer, Manufacturing of Biologically based products,
* Has knowledge of AMD products, customer base and diagnostic industry.
* Experience leading and managing group leaders and responsibility for large and diverse/skilled work groups.


* Advanced education (PhD in life science) is preferred.
* Knowledge of planning, forecasting, and executing a plan/budget


At Abbott, you can have a good job that can grow into a great career. We offer:

* A fast-paced work environment where your safety is our priority (Include for Manufacturing roles only)
* Production areas that are clean, well-lit and temperature-controlled (Include for Manufacturing roles only)
* Training and career development, with onboarding programs for new employees and tuition assistance
* Financial security through competitive compensation, incentives and retirement plans
* Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
* Paid time off
* 401(k) retirement savings with a generous company match
* The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully:

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at, on LinkedIn at, on Facebook at and on Twitter @AbbottNews

Keywords: Abbott Laboratories, Des Plaines , Director On-Market Technical Support and Services, IT / Software / Systems , Des Plaines, Illinois

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