Customer Support Supervisor

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.
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: Career development with an international company where you can grow the career you dream of .
Free medical coverage for employees* via the Health Investment Plan (HIP) PPO An excellent retirement savings plan with high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
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 a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity The position of Supervisor, Customer Support is within our ARDx Informatics business located at Charlottesville, VA.
This role will be responsible for managing customer support and technical service staff addressing customer inquiries of a complex nature, relating to our product offering, including opinions, suggestions, and complaints under the oversight of the Customer Support manager.
The role will use professional concepts, technical and product knowledge, aligned to and support of the company’s strategies and policies with the objective of satisfactorily addressing the customer's inquiry or complaint.
What You'll Do Ensure staff address customer calls and emails with appropriate responses to product inquiries, opinions, suggestions, and complaints.
Able to assess a customer complaint for Medical Device Reporting requirements.
Identify and escalate cases with potential regulatory actions.
Advise management of significant product issues and unresolved customer issues.
Reviews and approves document cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation.
Ensures the appropriate quality oversight of complaint process.
Understands and is aware of the quality consequences which may occur from the improper performance of their specific job and that of their staff.
Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities.
Ensures prompt attention of the Customer Support manager in areas of risk, with may have an adverse effect on product quality/performance, product completion and/or safety.
Demonstrates knowledge of complaint investigation and CAPA process.
Lead or support investigations with customers and internal subject matter experts with minimal direction, utilizing experience and knowledge of products.
Applies standard problem-solving tools, recommends corrective action.
Interface with various internal groups (Engineering, Operations, Quality Assurance, Regulatory, field personnel, marketing) concerning product and customer service issues.
Directs supervision of work force.
Coach, provide guidance, direction, and training.
Sets standards and monitors performance; provide performance feedback; write and conduct appraisals of employees.
Assess employees in development needs; assist employees in development plans.
Establish the motivational climate for the staff.
Demonstrate strong service orientation and focus, using skills in customer service methods and techniques.
Communicate effectively, professionally and respectfully.
Build productive working relationships internally and externally.
Demonstrates commitment to the development, implementation and effectiveness of ARDx Informatics Quality Management System.
Handle multiple priorities on daily basis.
Use time management skills to be productive and deliver positive, concrete results.
Demonstrated flexibility with change.
Responds directly to on-site requests for information from internal and external regulatory parties.
Tracks and reviews daily indices and metrics, and recommends area of focus, raises issues to appropriate level for resolution, recognizes and quantifies risk, collects and analyzes customer feedback Represent the function to other areas of the company and outside the company.
Ensure that employees are trained, and the appropriate procedures are followed.
Perform other duties and projects as assigned.
Required Qualifications Minimum bachelor’s degree in science, Engineering, or Technical Discipline Candidate must have minimum 5 years' work experience in Operations, Field Support, Customer Support, or other related.
Supervisory experience directly or indirectly managing others.
Preferred Qualifications Working knowledge of diagnostic industry on a clinical and technical level including knowledge of federal regulations related to clinical testing, diagnostics and medical device industry, e.
g.
FDA, ISO 9001, ISO 13485.
Advanced knowledge of systems with software and hardware components.
Excellent troubleshooting skills.
Ability to work on issues of diverse scope where analysis of situations or data requires evaluation of identifiable factors.
Demonstrate good judgment in selecting methods and techniques to determine appropriate actions and results.
Excellent service orientation and focus, experience in customer service methods and techniques.
Excellent verbal and written communication skills, able to convey appropriate information with clarity and effectiveness.
Display initiative in performing responsibilities and accomplishing goals.
Demonstrated skills in carrying out responsibilities and goals with minimal direction in an accurate, dependable manner.
Collaborate effectively, serve as resource and role model, be flexible with change, handle multiple priorities, and consistently deliver concrete and positive results.
Excellent computer skills including MS Office.
Connect with us at www.
abbott.
com, on at www.
linkedin.
com/company/abbott-/, on Facebook at www.
facebook.
com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is $62,700.
00 – $125,300.
00.
In specific locations, the pay range may vary from the range posted.