Remote Care Supervisor

Remote Care Supervisor at Abbott

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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.

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 will have access to career development with an international company where you can grow the career you dream of. Abbott is 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. It is also 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

This position works out of our Alajuela location in the CRM division. As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

As the Remote Care Supervisor, you'll have the chance to provide leadership to Technical Support agents who provide technical guidance and troubleshooting support on the use of Merlin.net remote care products to the medical community, patients, and various internal departments within the company. This supervisory position must assure timely response and closed loop follow-up to clinicians, patients and company representatives by phone and/or email. You will maintain staff and equipment to assure appropriate technical capabilities and monitor interactions to insure a high degree of quality, efficiency and effectiveness.

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 the 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 to 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).

This is a Night Shift position, Monday to Friday, from 10:00 p.m. to 6:00 a.m.

Required Qualifications

• High school degree or Bachelor's degree in Business Administration, Industrial Engineering, Computing, or a related field, or equivalent experience.
• 3 years of supervisory experience of a team of non-exempt employees, preferably in a call center environment.
• 6 years of progressively more responsible experience in a customer service, product support, Information Technology (IT), telecommunications, or related role.
• Fully bilingual - C1 proficiency.

Preferred Qualifications

• Remote Care Technical Support (RCTS) experience (or equivalent).
• Experience in the biotech, bio-instruments, or medical devices industries.
• Experience working in a broader enterprise/cross-division business unit model.

Key skills/competency

• Supervisory Leadership
• Technical Support
• Customer Service
• Troubleshooting
• Team Development
• Merlin.net
• Cardiac Rhythm Technologies
• Call Center Management
• Quality Assurance
• Bilingual Communication