Supervisor, Complaint Handling at Abbott

Sylmar, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Bachelor’s degree or an equivalent combination of education and work experience
Minimum 4 years experience in a quality related field
Experience working in a regulated environment
Previous experience with complaint investigations and evaluations in a regulated environment
Ability to effectively lead and manage a large staff of non-exempt employees including full-time and contract workers
Excellent communication skills for frequent interaction with other functions such as Customer Support, Medical Events Group, and Complaint Evaluations Group

Responsibilities

Provide direct supervision of employees in the Complaint Handling Group who evaluate, process, and/or close product experience reports from the field
Assign and monitor weekly workload to Analysts/File Managers on the team
Coach and counsel team members, and conduct formal and informal performance evaluations
Understand all aspects of the complaint handling process
Manage resources to meet division goals for complaint metrics
Identify opportunities for improvement and/or better efficiencies in complaint handling processes
Monitor and communicate metrics regarding the quality of complaint evaluation and investigation documentation performed by cross-functional groups
Supervise complaint handling activities and processes for Cardiac Rhythm Management business and complaint handling systems
Ensure complaint decisions, regulatory reporting decisions, and MDR reporting processes are executed in a timely manner with correct application of procedures, complaint codes, and documentation
Monitor people and processes to resolve roadblocks, improve efficiency of the complaint handling process, and provide key information on metrics or complaint signals to management in a timely manner
Ensure robust process execution by providing guidance to the complaint handling team to facilitate compliance, given the focus on corporate, FDA, internal, and external audits

Skills

Key technologies and capabilities for this role

Complaint HandlingTeam SupervisionPerformance EvaluationCoachingCounselingWorkload ManagementProduct Experience Reports

Questions & Answers

Common questions about this position

What benefits does Abbott offer?

Abbott provides free medical coverage through the Health Investment Plan (HIP) PPO medical plan, an excellent retirement savings plan with high employer contribution, tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit for earning a bachelor’s degree.

Is this a remote position or onsite?

This is an onsite role based out of the Sylmar, CA location.

What are the main responsibilities of the Complaint Handling Supervisor?

The role involves direct supervision of employees in the Complaint Handling Group, assigning and monitoring workloads, coaching team members, conducting performance evaluations, understanding complaint processes, managing resources for metrics, and monitoring quality across cross-functional groups.

What is Abbott's company culture like?

Abbott emphasizes doing work that matters, personal growth and learning, caring for yourself and family, being your true self, career development in an international company, and is recognized as a great place to work, one of the most admired companies, and best for diversity, working mothers, female executives, and scientists.

What makes a strong candidate for this supervisor role?

A strong candidate should have deep knowledge of complaint handling processes, experience supervising teams including workload management, coaching, and performance evaluations, and the ability to monitor metrics, improve efficiencies, and ensure timely regulatory compliance in a Cardiac Rhythm Management context.

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