Regional Service Excellence Lead (West Region)

Abbott • Phoenix, AZ

5d • Remote

About The Position

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 115,000 colleagues serve people in more than 160 countries. Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. 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. 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.

Requirements

• Associates Degree
• Minimum 3 years Abbott field service experience
• Minimum 5 years Related service experience overall
• Proficiency with instruments or automation systems.
• Strong technical acumen and troubleshooting ability.
• Excellent communication and coaching skills.
• Ability to adapt training for adult learners.
• Must currently live in the territory, preferably near a major airport.
• The territory covers the West Region of the US
• Able to travel up to 75%
• Must have a Valid Driver’s License.

Nice To Haves

• Desire to train others
• Strong data analytics
• Strong customer interaction skills
• Experience with Alinity C Alinity I

Responsibilities

• Conduct instrument or automation training classes based on expertise.
• Designs impactful training for adult learners by balancing technical depth with practical application.
• Ensuring training content remains current and relevant with real-world examples.
• 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.
• Collaborate with regional leadership to customize strategies for team success.
• 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).

Benefits

• 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 high employer contribution
• Tuition reimbursement
• the Freedom 2 Save student debt program
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree