At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world in nutrition, diagnostics, medical devices and branded generic pharmaceuticals that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve. HAVE YOU EVER DREAM OF MAKING AN IMPACT ON THE WORLD? How? Become a Supervisor, Remote Care at Abbott Arecibo, Puerto Rico. As Supervisor, Remote Care you will provide leadership to Technical Support agents who provide technical guidance and troubleshooting support on the use of Merlin.net remote care products to the medical community, patients, and various internal departments within the company. Assure timely response and closed loop follow-up to clinicians, patients and company representatives by phone and/or email. Maintain staff and equipment to assure appropriate technical capabilities and monitor interactions to insure a high degree of quality, efficiency and effectiveness. Effectively communicate with and provide support to other departments as necessary. Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS). Comply with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. The position requires the supervisor to develop process documentation, train, motivate and coach employees to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort. Facilitate a culture of continuous improvement within the department and utilize data analytics to identify top areas for process and/or product improvement. Maintain positive and cooperative communications and collaboration with all levels of employees, customers, contractors, patients and vendors. Perform other duties and responsibilities, as assigned by management. HOW WILL YOU MAKE A DIFFERENCE? Each employee can make a difference at Abbott and has the power, either individually or as a team, to influence the success of the company. We are team-oriented, fast-paced and progressive. We value people with great ideas who partner with others both internally and externally to take action and accomplish goals. Some of the responsibilities of this position are: Hiring and retaining a diverse, highly qualified staff and for providing career coaching, growth, and personal development. Accountable for the staff development; critiques, instructs, mentors, evaluates, and coaches. Accountable for the performance of subordinates and work output of managed subcontractors. Maintain a safe work environment and a strong customer focus. Create an environment that consistently fosters employee understanding of quality and to train, facilitate and motivate all employees to actively participate in the process of continuous quality improvement Identifies, tracks and characterizes new issues. Helps to establish appropriate messages to the field for issues; handles escalated calls, as needed. Collects and provides additional needed information on issues to product development teams for troubleshooting. Provides interface between RCTS and other internal departments through meetings and feedback, including Change Control Board (CCB), issue reviews, operational discussions with shipping and customer service, literature reviews, marketing meetings and technical meetings. On a 24-hour, “on call basis” (rotating between other department supervisors) follows outlined protocols to assist on-call agents with escalated customer calls. Ensures that complaints are documented via Field Contact Reports (FCR’s) and forwarded to Product Reporting. Forwards transmitter/receiver technical issues, anomalies, and engineering improvements by completing Remote Care Information Technology (RCIT) Service Desk requests (i.e., “tickets”) and/or Software Work Requests (SWR’s). Contributes to the development of standardized department protocols for frequent duties performed by RCTS employees. Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback. Maintains a safe and professional work environment. Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, patients, contractors, and vendors. Performs other related duties and responsibilities, as assigned by management. CAN’T WAIT TO GET STARTED? To be successful in this role, you will require the following qualifications: Associate degree in Business Administration, a related field, or equivalent, is required. 6 years of experience in a customer service, product support, Information Technology (IT), telecommunications, or related role. 1 year of Remote Care Technical Support experience (or equivalent). Fully bilingual with verbal fluency in English and Spanish is required. Medical device technical support experience is preferred. Requires strong leadership skills/experience sufficient to assume the responsibilities of this supervisory position, including the ability to map task interdependencies, prioritize such tasks, and develop, monitor and manage the team within budgets. Experience working in a broader enterprise/cross division business unit model preferred. Ability to work in a highly matrixed and geographically diverse business environment. Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results. Ability to work effectively within a team in a fast-paced changing environment. Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization. Multi-tasks, prioritizes and meets deadlines in timely manner. Demonstrated knowledge of cardiac anatomy/physiology, heart failure, and cardiac pacing/defibrillation systems from a clinical and technological perspective is preferred. Strong organizational, planning, and follow-up skills and ability to hold others accountable. Ability to maintain regular and predictable attendance
