Regional Service Excellence Lead (West Region)

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:

Working at Abbott

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

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

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

The Opportunity

The position of Regional Service Excellence Lead is within our Core Lab Business Unit in Core Diagnostics. This role is located remotely based in the US in the West Region with 75% travel. 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.

What You’ll Work On

The Regional Service Excellence Lead is responsible for facilitating technical training, providing supplemental escalation support, and reinforcing technical acumen within the field service team. This role ensures real-world, relevant training experiences, expedites customer escalations, and strengthens technical and communication skills across the region to enhance service quality and customer satisfaction.

In addition:

Training Design and Delivery:

• Conduct instrument or automation training classes based on expertise.

• Designs impactful training for adult learners by balancing technical depth with practical application.

• Ensure training content remains current and relevant with real-world examples.

• Field-Based Co-Travel Evaluations & Upskilling:

• Perform on-site evaluations of field service teams.

• Assess technical ability, tool utilization, and customer communication skills.

• Provide coaching and development opportunities to build leadership foundations.

• Drives consistency in technical standards across diverse teams.

• Collaborates with regional leadership to customize strategies for team success.

Escalation Support:

• Serve as a regional escalation resource for technical issues.

• Deliver timely and consistent support to improve repair metrics and customer experience.

• Contributes to cost-of-service reduction (target: 10%).

• Supports high-cost part approval management (target: 5% improvement).

• Assists in inventory optimization (trunk stock goals)

Required Qualifications

• Bachelors Degree in Science, preferably Medical Technology or Molecular Biology or an equivalent combination of education and work experience

• Minimum 7 years work experience preferred, 4 years required.

• Ability to effectively communicate with external customers, Field Support, R&D, Quality, and Regulatory personnel to achieve needed results.

• Proven experience and skills leading investigations and resolving complex technical issues.

• Experience and skills or knowledge of common molecular-biological techniques, e.g. nucleic acid isolation and purification, sequencing, PCR and FISH.

• Proven project management capabilities that have led to the successful completion of projects. ​

• Travel up to 75%

• Ability to drive and operate a vehicle.

Preferred Qualifications

• Previous leadership and/or mentorship to others in a similar role

• Passion for training others

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

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 abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers.

     

The base pay for this position is

$86,700.00 – $173,300.00

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

     

JOB FAMILY:

Support Services

     

DIVISION:

CRLB Core Lab

        

LOCATION:

United States of America : Remote

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 75 % of the Time

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, 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