Supervisor, Product Analysis

Working at Abbott

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.

The Opportunity

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 Analysis Engineers, 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.

What You'll Work On

• Supervise complaint closure activities with regard to returned and not returned product.
• Ensure that complaint evaluations and/or closures are performed and completed in a timely manner with the correct application of procedures, codes and documentation.
• Monitor people and processes with an eye towards resolving issues and improving the efficiency of complaint evaluations and/or closures that are performed.
• Incumbent will also be responsible for identifying any trends in product complaints that are found during complaint handling process, and alerting management in a timely manner.
• Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management.

Required Qualifications

• Bachelors Degree in related field
• 4+ years of related work experience
• Previous experience with complaint investigations and evaluations in a regulated environment

Preferred Qualifications

• Must be able to effectively lead and manage employees including full-time and contract workers.
• Excellent communication skills are required as there is frequent interaction with other functions such as Customer Support, Field Team, Manufacturing and R&D.
• Must also be able to act autonomously, make decisions and give direction regarding the need to forward complaints for additional documentation, investigation and/or processing vs. processing complaint for closure

The base pay for this position is $75,300.00 $150,700.00 In specific locations, the pay range may vary from the range posted.

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.