Supervisor, Remote Care

hace 15 horas

Alajuela, Costa Rica Abbott Laboratories A tiempo completo

**About Abbott**

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.

**W**orking 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 will have access to:

- Career development with an international company where you can grow the career you dream of.
- 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 the best place to work for diversity, working mothers, female executives, and scientists.

**The Opportunity**

**What You’ll Do**
- Responsible for hiring and retaining a diverse, highly qualified staff and for providing career coaching, growth, and personal development. Accountable for 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 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 the Product Performance Group. Forwards remote monitoring system 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.
- Ensures that all RCTS employees are trained and documentation meets the division quality standards. Identifies general team and specific individual needs for training and education to support both team goals and individual employee development
- Lead (organize, plan, direct and control) his/her customer service team members to achieve the expected goals and service indicators. Motivates and energizes personnel to obtain top performance.
- Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
- Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.

**Required **Qualifications**
- Bachelor’s degree in Business Administration, Industrial Engineering, Computing, or related field
- _ 3 years of s_upervisory experience on team of non-exempt employees, preferably in a call center environment.
- _6 years _of progressively more responsible experience in customer service, product support, Information Technology (IT), telecommunications, or related role.
- **_ Fully Bilingual (English and Spanish)_***
- Preferred Qualifications & Education_
- Experience in the biotech, bio-instruments or medical devices industries
- Experience working in a broader enterprise/cross-division business unit model preferred.

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.

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