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:

Abbott Point of Care develops, manufactures and markets critical medical diagnostic and data management products for rapid blood analysis. The i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making. The i-STAT System has the industry’s most comprehensive menu of tests in a single, with-patient platform, including tests for blood gases, electrolytes, chemistries, coagulation, hematology, glucose, TBI and cardiac markers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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.

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

• An excellent retirement savings plan with 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

The Product Training Manager, Global Customer Experience works out of our Princeton, NJ location in the Abbott Point of Care and is apart of the Global Commercial Operations team. They will be responsible for planning, developing, and delivering technical support training programs. Responsibilities include technical trainings to onsite and offshore staff, from new hires to ongoing upskills and refreshers, create and design a comprehensive and effective Training Curriculum for tech service team, focusing across capabilities in product knowledge, technical knowledge, and troubleshooting, develop on-demand training material based on issues/information from documentation review, managers, customer feedback, Product Quality Assurance, etc., on a global level, and identify skill gaps or general program gaps, tailor a plan to ensure continuous improvement, and update content every 6 months to include new product and troubleshooting information.

                                              

An ideal candidate for this role will act as subject matter expert with comprehensive knowledge in i-STAT product family (e.g. i-STAT 1 and i-STAT Alinity instruments, peripherals, cartridge, software, etc.), including functionality, operation, and troubleshooting. He/she should have strong communication and presentation skills: ability to engage audience and communicate complex technical information in a clear and simple way that is easily understood by diverse audiences; strong problem-solving and adaptability: ability to address trainees’ questions and concerns effectively and adapt training methods as needed to ensure comprehension and retention; and is self-motivated to learn new information/skills.

What You’ll Work On

• Responsible for planning, developing, and delivering technical support training programs

• Conduct technical trainings to onsite and offshore staff (including vendors and international distributors) from new hires to ongoing upskills and refreshers (e.g. agendas, decks, hands on, worksheets, assessments)

• Create and design a comprehensive and effective Training Curriculum for tech service team, focusing across capabilities in product knowledge, technical knowledge, and troubleshooting

• Develop on-demand training material based on issues/information gleamed from documentation review, managers, customer feedback, Product Quality Assurance, etc., on a global level

• Identify skill gaps or general program gaps, tailor a plan to ensure continuous improvement, and update content every 6 months to include new product and troubleshooting information

• Collaborate cross-functionally for product knowledge (e.g. new products, product updates, software update, troubleshooting, etc.)

• Provide complaint handling/documentation training and review including review of new hire documentation for 6 months to provide immediate feedback

• Publish and manage training procedures and work instructions. Manage updates to existing training materials, including quality, legal and regulatory reviews

• Maintain the Learning Management System (LMS) and update Knowledge Management system

• Maintain Support Guides enhancement requests collation and update every 6 months to include new product and troubleshooting information

• Collaborate with other APOC business functions to ensure best practice sharing and ongoing improvement

• Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management

Required Qualifications

• Bachelor’s degree in either Clinical, Engineering or Business

• 5+ years experience in product training or product management of a medical device company or healthcare provider side

• Previous Customer Care/Technical Service/Clinical Professional experience essential

• Training or training management proven/relevant experience preferred

• Strong organizational, presentation, and coaching skills

• Strong interpersonal and communication skills, excellent judgment

• Computer literacy, familiarity with MS Word, Excel, PowerPoint

• Work onsite in Princeton, NH

• Ability to travel occasionally <10%

Preferred Qualifications

• Knowledge of marketing, commercial operations, social media, current industry compliance standards, business quality compliance requirements for medical devices and experience in an FDA regulated industry

• Knowledge of lab diagnostic space

• Experience with supplier and website management

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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 www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.

     

The base pay for this position is

$72,700.00 – $145,300.00

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

     

JOB FAMILY:

Support Services

     

DIVISION:

APOC Point of Care

        

LOCATION:

United States > Princeton : 400 College Road East

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 10 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf