Service Coordinator II
AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.
Job Description: Service Coordinator II
The Service Coordinator is responsible for coordinating service-based shipping logistics as well as scheduling onsite field service activities. The Service Coordinator works closely with cross functional teams including product/technical support, in house service depot, field service teams (in house and 3rd party) and the warehouse and logistics supply teams to insure our customers are up and running as soon as possible after experiencing technical problems with their Allergan aesthetic medical device. The Service Coordinator also regularly interacts with customers to assist in scheduling service visits, module and system deliveries/swaps and for quotes/payments for out of warranty service.
Essential Duties and Responsibilities include the following (other duties may be assigned.):
Own product complaints as transferred from Product Support
Collaborate with Product Support as it relates to onsite hardware repair/replacement
Coordinate and dispatch Allergan Field Service Engineers and 3rd party service companies to ensure successful field repairs and accurate return of defective material within 30 days of failure
Handle all non-warranty related repair logistics and transactions
Schedule priorities of returning systems and modules for repair based on business goals, complaints and management priorities
Ensure clear customer communication for all incoming repairs by obtaining accurate details from customers as to nature of problem
Verifies warranty and service contract coverage for all repairs and communicates to the customer as necessary
Perform other related duties as assigned Other Duties and Responsibilities:
Provide regular metric reporting for field service and RMA’s
Ensure all RMA’s are returned from customers and oversee charges for non-compliance
Establish relationships with internal teams improving existing processes in support of Allergan’s customers
Identify and implement process improvements.
Associates Degree or higher or equivalent work experience preferred
1 (+) years relevant experience in Service / Product Support or equivalent preferred
Proficient in use of MS Office applications such as Outlook, Power Point, Word and Excel (pivot tables)
Proficient in use of SAP and Salesforce.com (Or similar CRM/ERP system)
Must be able to work in a team oriented atmosphere with assemblers, technicians, QA personnel, and engineers, completing tasks and communicating effectively, both orally and in writing.
Ability to read, understand, and follow Allergan’s SOPs relating to Product Support, Service, and RMA business correspondence, and procedure manuals in English.
Responsible for performing all duties in compliance with FDA’s Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements with which Allergan complies.
Significant Work Activities
Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Job Level Code
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.