Manager Technical Support

Job description

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.

     

JOB DESCRIPTION:

Abbott has a rich history of developing cutting edge technologies that enable consumers to monitor and manage their health and wellbeing. We are now embarking on an exciting next gen new venture of Bio-wearables that will build on that heritage and take it farther - leveraging biomarkers to provide wearers insights into their physical and mental state, ultimately driving to greater performance

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.

Working at Abbott

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. You’ll also have access to:

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Career development with an international company where you can grow the career you dream of .

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Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

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An excellent retirement savings plan with high employer contribution

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

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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.

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A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Our location in Des Plaines, IL, has an opening for the Senior Manager, Service Performance. The person hired in this role will be responsible for the Global Service documentation compliance & governance, in addition to supporting all related audits, CAPA activities, and driving an effective and result oriented organization.

What You’ll Work On

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Responsible for the Global Service Documentation Compliance & Governance :

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Enforces all documentation standards, policies, and operating procedure requirements

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Ensures the Service & Support organization follows regulatory and quality processes when performing service functions, as well as drive best in class practices of ticket documentation

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Responsible for Call Registration systems and processes, global standardization, training, and on-going assessment

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Collaboration with Technical Operations to ensure processes and procedures are in place and followed to properly manage service documentation change control

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Interacts with multiple functions and organizational levels to effectively assess technical, business and compliance implications of products performance

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Provide global field action service implementation tracking for the Service Organization

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Develop and launch reporting mechanism/dashboard of ticket documentation health to proactively determine opportunities for improvement.

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Supports all related Audit & CAPA activities

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Lead efforts to prepare for internal & external audit related to servicing teams and processes and serve as primary audit Service contact

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Ensures overall inspection readiness activities for affiliates, FSEs, and Service personnel.

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Represent the Global Service Organization in Service CAPAs

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Project manager Service assigned CAPAs effectively, while meeting each milestone deadline.

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Drives an effective and result oriented organization 

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Strong leadership skills with demonstrated ability to create momentum and deliver excellent results.

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Strong organization, speaking skills, and influential management ability

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Ability to work effectively within a fast-paced, highly matrixed, and geographically diverse business environment

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Ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results

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Provide diligent and fact-based verbal and written communication to Executive Management team, peers and team

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Be a champion of Quality, Lean and disciplined problem solving throughout service organization and cross-collaboration with other departments

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Provide management and development of the Global Service Performance staff

Required Qualifications

Education:

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Bachelor's degree or equivalent experience in engineering, life sciences, clinical laboratory science or related discipline.

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Experience in Medical Device industry or other FDA regulated industry experience.

Experience:

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Minimum 5 years of diverse technical and organizational management experience.

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Minimum 2 years Quality and/or regulatory experience with exposure to CAPA, complaints investigation, and field actions are preferred.

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Data Analysis experience required.

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Incumbent in this role will conduct Active Monitoring

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International Travel up to 10%

Preferred Qualifications:

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Project Management experience in manufacturing operations and/or quality is preferred.

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AQR CAPA Certification and Auditor Certification is a plus.

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At least 8 years in a similar role in the medical industry.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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 www.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

     

The base pay for this position is
$125,300.00 – $250,700.00

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

     

JOB FAMILY:

Support Services

     

DIVISION:

AMD Molecular

        

LOCATION:

United States > Des Plaines : 1350 East Touhy Avenue

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 10 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), 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