Remote Care Supervisor at Abbott

Alajuela, Alajuela, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

High school degree or Bachelor's degree in Business Administration, Industrial Engineering, Computing, or related field (or equivalent by experience)
3 years supervisory experience of a team of non-exempt employees, preferably in a call center environment
6 years progressively more responsible experience in customer service, product support, Information Technology (IT), telecommunications, or related role
Fully bilingual – C1
Availability for night shift (Monday to Friday, 10:00 p.m. to 6:00 a.m.)
Preferred: Remote Care Technical Support experience

Responsibilities

Provide leadership to Technical Support agents offering technical guidance and troubleshooting on Merlin.net remote care products to clinicians, patients, and internal departments
Ensure timely response and closed-loop follow-up to clinicians, patients, and company representatives via phone and/or email
Hire and retain a diverse, highly qualified staff; provide career coaching, growth, and personal development
Critique, instruct, mentor, evaluate, and coach staff; accountable for performance of subordinates and subcontractors
Maintain a safe work environment and strong customer focus; foster employee understanding of quality and continuous improvement
Identify, track, and characterize new issues; establish messages to the field; handle escalated calls
Collect and provide information on issues to product development teams for troubleshooting
Interface with internal departments (e.g., Change Control Board, shipping, customer service, marketing) through meetings and feedback
On a 24-hour on-call basis (rotating), assist agents with escalated customer calls following protocols
Document complaints via Field Contact Reports (FCRs) and forward to Product Performance Group
Forward technical issues, anomalies, and improvements via RCIT Service Desk tickets or Software Work Requests (SWRs)
Maintain staff and equipment for appropriate technical capabilities; monitor interactions for quality, efficiency, and effectiveness

Skills

Key technologies and capabilities for this role

LeadershipTeam ManagementStaff DevelopmentHiringTechnical SupportTroubleshootingMerlin.netCustomer SupportQuality AssuranceCoaching

Questions & Answers

Common questions about this position

Is this a remote position?

No, this position works out of the Alajuela location in the CRM division.

What is the salary range for the Remote Care Supervisor role?

This information is not specified in the job description.

What are the key responsibilities of this role?

The role involves providing leadership to Technical Support agents, hiring and retaining staff, staff development through coaching and mentoring, maintaining a safe work environment, handling escalated calls, and interfacing with internal departments.

What is the company culture like at Abbott?

Abbott fosters an environment where employees can do work that matters, grow, learn, care for themselves and family, be their true selves, and live a full life, with a strong emphasis on career development, diversity, quality improvement, and being recognized as a great place to work.

What makes a strong candidate for this supervisor position?

A strong candidate has leadership experience in technical support, skills in hiring, coaching, and developing diverse teams, ability to maintain quality and efficiency, handle escalated issues, and participate in cross-departmental collaboration.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees