Technical Services Supervisor

JOB DESCRIPTION:

About Abbott

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.

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 will have access to:

• Career development with an international company where you can grow the career you dream of.
• 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.

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 Opportunity

The Technical Support 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.

The role is responsible for managing the Technical Support team, coaching and developing a team-based culture, driving complaint regulatory compliance, managing change and improvement initiatives. Establishing, communicating and implementing plans to ensure that Abbott global strategic imperatives are achieved in all areas.

What You’ll Do

• 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 meet.
• 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 stakeholder 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 analyse 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 

Required Qualifications

• 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.

People Skills

• Coaching and Feedback
• Motivation
• Communication Clarity
• Setting Direction
• Decision-making
• Positivity
• Adaptability
• Emotional Intelligence
• Time and Task Management

Performance Management

• Management of Day-to-day Operations and team workload
• Dashboard management
• Conducting Performance Reviews
• Implementing PIPs

Team Management

• Delegation
• Planning and Organizing
• Team Building
• Conflict Management 
• Talent Development
• Problem Solving
• Financial Acumen

Technical Skills

• Technical proficiency 
• Process Workflow Expertise
• Product knowledge
• System and Tools proficiency
• Data Analytics and Reporting 

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Operations Quality

DIVISION:

ID Infectious Disease

LOCATION:

Japan > Tokyo : 2-4-1 Nishi-Shinjuku, Shinjuku-ku

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable