Manager, Customer Support

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 113,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Manager, Customer Support

Charlottesville, VA

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 107,000 colleagues serve people in more than 160 countries

About Abbott

Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis, and treatment of a range of health conditions.

Abbott's life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. We're empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott's diagnostics instruments, providing lab results for millions of people.

Our location in Charlottesville, VA currently has an opportunity for a Manager, Customer Support within our Cardiometabolic & Informatics business unit. This role will be responsible for providing support to the Director, Quality and Regulatory Affairs, by managing the Global Customer Support department with responsibilities for customer inquiries, and complaint intake, investigation, resolution, and escalation for all Informatics products

WHAT YOU'LL DO

• Manages and develops the Global Customer Support Technicians to ensure they have the proper training, tools, and competence to implement and maintain the effectiveness of the quality system.
• Establishes operating policies and procedures that affect departments and subordinate sections and work units. Interprets company-wide policies and procedures. Assignments are objective-oriented.
• Manages the decision-making process. Work is reviewed in terms of meeting the organization's objectives and timelines.
• Formulates long-term strategic objectives, develops and implements the quality plan in accordance with the quality objectives/goals, and maintains the effectiveness of the quality system.
• Identifies metrics to consistently measure program status and effectiveness of implemented solutions. Creates appropriate messaging; dashboards to facilitate global communication to all levels of the organization. Ensure accuracy of data for routine status reporting.
• Leads complex process improvement teams and/or initiatives.
• Develops quality goals based on the business strategies, collaborates with other business units on common goals, and drives for results. Achieves goals through interaction with individuals not under direct supervision.
• Establish and implement a necessary communication strategy for the improvement and awareness of the quality issues.
• Collaborate and solve complex customer complaints issues, including investigation and escalation.
• Establishes relationships with business partners (Applications Engineering, Quality, Operations, and Software Development, Sales, Finance) to develop strategies that incorporate value, risks operational impacts (ROI) and cost of proposed solutions with focus on economic profitability and customer service.
• Actively participates in the review, testing and implementation of new systems/applications.
• Creates a work environment that supports team effectiveness. Builds effective teams; assesses team performance and makes adjustments when required.
• Identifies and communicates problems and solutions; presents information to others in a manner that supports
• organizational objectives; identify the appropriate recipients for information.
• Advances the level of technical expertise within the organization. Functions as the subject matter expert and role model. Assists sites in understanding and deployment of quality system requirements/policies.
• Responsible for forecasting and development of department financials and for managing cost improvements. Determines staffing and other resource requirements needed to achieve business goals and compliance requirements.
• Participates in sites leadership forum including Management Review. Represents area in all audits.

EDUCATION AND EXPERIENCE YOU'LL BRING

Required

• Bachelor's degree and/or related technical discipline with at least 3-5 years of experience
• Working knowledge and experience with Quality System requirements (FDA, ISO, etc.).
• Minimum of 2 years previous managerial experience

Preferred

• Customer Support experience or leading a Customer Support team
• Candidates with quality and/or regulatory compliance experience in the medical device or biotech industry are preferred

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

• A fast-paced work environment where your safety is our priority
• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives, and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness, and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and a history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: http://www.abbottbenefits.com/pages/candidate.aspx

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. 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.

JOB FAMILY:
Customer Service

DIVISION:
CMI ARDx Cardiometabolic and Informatics

LOCATION:
United States > Charlottesville : 2000 Holiday Drive

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
No

MEDICAL SURVEILLANCE:
No

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