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 109,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION:Team Lead Technical Product SupportLOCATION: OrlandoPosition SummaryPoint-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally.
Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.Abbott’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division.
GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics.
The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.The Team Lead Technical Product Support is responsible for coordinating and executing day-to-day operations of a Complaint Intake/Technical services team that supports Americas market in relation to technical complaint handling and resolution.The role is responsible for managing Associates and Specialists, coaching and developing a team-based culture, ensuring complaint regulatory compliance, adherence to key KPI, quality reviews and improvement initiatives.
Duties and Responsibilities
•Responsible for team performance and adherence to key metrics and KPI and must monitor progress and performance of team.
•Drive team performance in line with agreed targets for quality compliance, productivity and customer experience.
•Foster teamwork and provide development opportunities and performance feedback to all direct reports.
•Organize the workload for the team and ensure the right resources are available and trained to the highest standard.
Team management (i.e.: holiday requests, shift rotation, team motivation, team meetings, etc.)
•Responsible for monitoring phone and email systems to ensure a balanced workload and timely action by team
•Identify and escalate any priority complaints or operational issues to supervisor
•Assist with training of new team members ensuring that the highest levels of training are delivered and measured.
•Provide input into procedures and other documentation needed for the enhancement of processes and systems.
•Perform all job duties in accordance with relevant policies: Abbott policies & regulatory compliance Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Technical service activities and meeting both ISO13485 and FDA 820 requirements on complaint management.
•Execute applicable Quality System processes.
•Maintain ability to comply with business continuity plan (i.e.
Work remotely).
•Other duties as assigned.Key Position Competencies
•Functional/Technical Skills.
•Written Communications.
•Customer Focus.
•Interpersonal Savvy.
•Listening.
•Motivating Others.Minimum Qualifications
•Must have strong analytical skills, excellent attention to detail and good business judgement.
•Must be an effective communicator, both articulate & verbally presentable with the ability to communicate technical knowledge to both customers and colleagues.
•Must have experience in providing feedback and coaching others
•Must have excellent interpersonal skills
•Must be a self-starter, possessing flexibility and ability to work under pressure in a fast-changing environment
•Must have a positive attitude, be a team player with a high level of initiative, energy and enthusiasm.Education & Experience
•Bachelor’s degree (BS) in a relevant discipline i.e.
Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required
•Supervisory/team lead experience within medical device industry and a minimum of 2 years’ experience 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 priorityProduction areas that are clean, well-lit, and temperature-controlled Training and career development, with onboarding programs for new employees and tuition assistanceFinancial security through competitive compensation, incentives, and retirement plansHealth care and well-being programs including medical, dental, vision, wellness, and occupational health programsPaid time off401(k) retirement savings with a generous company matchThe stability of a company with a record of strong financial performance and a history of being actively involved in local communitiesLearn more about our benefits that add real value to your life to help you live fully: http://www.abbottbenefits.com/pages/candidate.aspxFollow 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 LinkedIn at www.linkedin.com/company/abbott-/, on Facebook at http://www.facebook.com/Abbott and on Twitter AbbottNews.JOB FAMILY:Product Development DIVISION:ARDx Abbott Rapid Diagnostics LOCATION:United States > Orlando : 30 S Keller Road ADDITIONAL LOCATIONS:WORK SHIFT:Standard TRAVEL:Not specified 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