Supervisor, Post Market Surveillance

JOB DESCRIPTION:

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 115,000 colleagues serve people in more than 160 countries.

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.

This position works out of our Burlington, MA location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.

The individual is responsible for providing the direct supervision of employees in the Complaint Handling Group who evaluate, process and / or close complaint cases from customers. Supervision includes the assigning and monitoring of weekly caseloads to Product Surveillance Analysts, coaching and counseling team members, and conducting formal and informal performance evaluations. The incumbent is expected to understand all aspects of the complaint handling process, manage resources to meet division goals for complaint metrics, and identify opportunities for improvement and/or better efficiencies in our complaint handling processes.

Incumbent is also responsible for monitoring and communicating metrics regarding the quality of the complaint evaluation and investigation documentation performed by their direct reports.

• Gather and prepare trend information and recommend areas of focus. Assist in the development of the capital plan by identifying projects to improve processes, reduce costs, and maintain operations.
• Set standards and monitor staff performance; provide performance feedback; write and conduct appraisals for employees, recommend merit increases and promotions, deliver rewards and sanctions. Manage assigned projects; work cross functionally to identify changes and necessary resources.
• Responsible for implementing and maintaining the effectiveness of the quality system. Regularly makes decisions which impact quality, time and/or cost; timely decisions are required regarding issues such as whether to proceed or abort, work OT, etc. Makes decisions: bases decisions on the overall good, rather than on benefit to a particular functional area, serves as a champion for specific projects and initiatives.
• Interact with peers in operations and within other cross‑functional groups. Respond directly to on‑site requests for information from internal and external regulatory agencies.
• Troubleshoot: track and review daily indices (e.g., line outputs, labor efficiency, reject rates) and regulatory requirements to identify gaps between current and desired performance, apply standard problem‑solving tools (e.g., fishbone diagrams, Pareto analysis), recommend and implement corrective action so that the impact of the problem is minimized. Interface with other areas to identify and solve problems.
• Recognize risk relative to procedures and take appropriate action. Quantify risk: identify and quantify the financial, quality, regulatory, and human considerations associated with decisions.
• Embrace change: adapt to and support…