Sr. Service Team Lead

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:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.

• 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 a 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Des Plaines, IL office location in the Abbott Molecular Division. Our molecular division delivers best-in-class innovative testing solutions for people around the world to provide answers to life’s critical health decisions.  We help people live full and healthy lives through our accessible, molecular-based solutions.

The Sr. Service Team Lead of Technical Product Support is responsible for coordinating and executing day-to-day operations of a technical services team that supports our Americas Market in relation to technical complaints handling and resolutions.

The role is responsible for managing, coaching and developing a team-based culture, ensuring complaint regulatory compliance, driving change and improvement initiatives. Establishing, communicating and implementing plans to ensure that Abbott global strategic imperatives are achieved in all areas.  This role will manager part of the US service team as well as Canada.  This role will have some field service responsibility as well as managerial duties.

What You’ll Work On

• Maintain key metrics and dashboards to monitor progress and performance
• Maintain performance in line with agreed targets for Quality compliance, Productivity and Customer experience
• Review and analyze data set trends with the Technical Service team. Consider the data set trends to provide direction in terms of setting work priorities and for process enhancement. Participate in investigations of the negative trends and implementation of actions
• Continuously review opportunities to streamline processes and implement changes that drive efficiencies and improve quality compliance and the customer’s experience
• 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...)
• Assist with the induction and training of new team members. Maintain and grow personal knowledge and skills, technical and/or product knowledge within the team
• Foster teamwork and provide development opportunities and performance feedback to all direct reports
• Participate in internal and external audit actions to ensure the effective closure of corrective actions. Evolution of the implemented corrective and preventive actions against trends to assess effectiveness of the same.
• Give input into procedures and other documentation needed for the enhancement of processes and systems
• Provide Subject Matter Expert support for internal and external audits of the Technical Services and Complaint Intake functions
• 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 appr