Technical Services Supervisor

Technical Services Supervisor

Point-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.

The Technical Services Supervisor is responsible for coordinating and executing day-to-day operations of a Complaint Intake/Technical services team that supports assigned markets in relation to technical complaint handling and resolution.

Responsibilities:

• Responsible for day-to-day people management of the team; support employee training, handle interpersonal conflicts, build company culture & manage deadlines.
• Responsible to monitor & measure team performance to ensure business needs are met.
• Responsible to provide feedback on an employee's performance, help to develop an employee's skills where needed, and address performance problems.
• Responsible for implementing strategies that team members use to achieve a goal, delegating tasks based on each member's strengths and skills and offering the training necessary to complete certain tasks.
• Responsible for inspiring and motivating team members with regular encouragement & providing individualized coaching when needed. Foster teamwork and provide development opportunities and performance feedback.
• Responsible for identifying and managing both self-emotions and the emotions of the people you interact with in day-to-day activity while also demonstrating the ability to be an active listener.
• Organize the workload for the team and ensure the right resources are available and trained to the highest standard.
• Actively increase technical and soft skill ability to support organization's goals, and objectives.
• Daily operations management to meet business needs.
• Staffing i.e.: holiday requests, shift rotation, team motivation, team meetings, etc.
• Management of email and phone systems to ensure a balanced workload, timely action by team & escalation of any business risks to leadership.
• Identify escalations to senior leadership with business risk identified.
• Responsible to ensure clear, effective & efficient communication by listening, speaking, observing and empathizing as required to meet business needs.
• Identify and escalate any priority complaints to leadership. Liaise with key stakeholders e.g legal manufacturers, commercial QA, external customers as required.
• Drive continuous improvement on process by performing process reviews 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.
• Perform analysis on team data to produce reports that help businesses make decisions.
• 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. Lead solution orientated investigations of the negative trends and implementation of actions.
• Ownership QI/CAPA program to ensure the effective and timely closure of corrective actions. Evolution of the implemented corrective and preventive actions against trends to assess effectiveness of the same.
• Lead third party supplier and drive adherence to established KPI.
• Responsible for hiring and promotion of employees.
• Responsible to main team budgets. E.g. lunches, team activities, dept assets.
• In coordination with trainers, ensure that the highest levels of training are delivered and measured. Maintain and grow personal knowledge and skills, technical and/or product knowledge within the team.
• Provide Subject Matter Expert support for internal and external audits of the Technical Services and Complaint Intake functions.
• Lead new product launch activities and ensure Technical Service readiness.
• Work cross functionally with other departments and functions to achieve all duties and responsibilities.
• Maintain appropriate records of all operational activities and ensure such records meet and exceed any audit requirements/standards.
• Maintain ability to comply with business continuity plan.
• Other duties as assigned.

Education / Experience Skills:

• Minimum Qualifications: 3rd level certificate, diploma or degree in relevant discipline i.e. but not limited to science, biomedical, medical transcription, healthcare services, nursing, engineering discipline required.
• Supervisory/team lead experience within medical device industry and a minimum of 5 years' experience required.