Staff Engineer, Customer Quality Analytics

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 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Job Title

Staff Engineer, Customer Quality Analytics

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 of which you dream.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• 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

This position works out of our Sylmar, CA or Sunnyvale, CA location in the Cardiac Rhythm Management 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.

WHAT YOU'LL DO

The Staff Engineer, Customer Quality Analytics is responsible for understanding and representing the customer experience for Cardiac Rhythm Management (CRM) products. The successful candidate will be a technically knowledgeable, customer facing experienced engineering or medical personnel who operates using facts and data and has excellent communication skills.  This role is focused on understanding and championing the customers’ experiences and recommending viable solutions.  The Staff Engineer also utilizes their understanding of the clinical experience to provide input for product improvements and new product development, as well as to answer challenging technical questions and product performance inquiries for physicians, customers and the commercial team. This role involves frequent interaction with all levels of the organization including Executive Management as well as representing the Quality organization to the customer.

This is a senior technical position, responsible for customer-facing content and communication based on analysis and understanding of customer product concerns (complaints).

Job Responsibilities:

• Responsible for analysis of worldwide complaints and returns for CRM products, including both implantable and remote care systems.
• Critical engagement in trend and performance review meetings for the CRM devices
• Identify key quality topics from the field and champion resolution
• Partner with the commercial organization to identify and resolve concerns from key accounts
• Provide input into next generation product design using data from the field and results of product investigations/evaluations as well as an understanding of customer concerns identified during technical discussions
• Support key customer accounts via direct interaction, support of sales representatives, clinical representatives or researchers by collating and communicating product performance expectations, data analysis and clinical performance
• Present as requested at key commercial and technical conferences
• Comprehensive understanding of CRM clinical procedures, including device implant, remote monitoring, non-invasive patient management strategies, and explants

EDUCATION AND EXPERIENCE YOU'LL BRING

Basic Qualifications:

• Minimum Bachelor’s degree in an Engineering or a Technical Discipline
• 8 or more years of direct experience in the Medical Device industry
• Familiarity with statistical techniques and tools required for reliability analysis

Preferred Qualifications:

• Master’s