MAIN PURPOSE OF ROLE
The Remote Care Technical Support (RCTS) Supervisor must provide leadership to Technical Support agents who provide technical guidance and troubleshooting support on the use of Merlin.net remote care products to the medical community, patients, and various internal departments within the company. This supervisory position must assure timely response and closed loop follow-up to clinicians, patients and company representatives by phone and/or email. Maintains staff and equipment to assure appropriate technical capabilities and monitor interactions to insure a high degree of quality, efficiency and effectiveness.
MAIN RESPONSIBILITIES
List the main responsibilities this role regularly performs
Does the job have direct reports : Yes
Does the job have indirect reports? :No
- Responsible for hiring and retaining a diverse, highly qualified staff and for providing career coaching, growth, and personal development. Accountable for the staff development; critiques, instructs, mentors, evaluates, and coaches. Accountable for the performance of subordinates and work output of managed subcontractors. Maintain a safe work environment and a strong customer focus. Create an environment that consistently fosters employee understanding of quality and to train, facilitate and motivate all employees to actively participate in the process of continuous quality improvement
- Identifies, tracks and characterizes new issues. Helps to establish appropriate messages to the field for issues; handles escalated calls, as needed. Collects and provides additional needed information on issues to product development teams for troubleshooting.
- Provides interface between RCTS and other internal departments through meetings and feedback, including Change Control Board (CCB), issue reviews, operational discussions with shipping and customer service, literature reviews, marketing meetings and technical meetings.
- On a 24-hour, “on call basis” (rotating between other department supervisors) follows outlined protocols to assist on-call agents with escalated customer calls.
- Ensures that complaints are documented via Field Contact Reports (FCR’s) and forwarded to the Product Performance Group. Forwards remote monitoring system technical issues, anomalies, and engineering improvements by completing Remote Care Information Technology (RCIT) Service Desk requests (i.e., “tickets”) and/or Software Work Requests (SWR’s).
- Contributes to the development of standardized department protocols for frequent duties performed by RCTS employees.
- Ensures that all RCTS employees are trained and documentation meets the division quality standards. Identifies general team and specific individual needs for training and education to support both team goals and individual employee development
- Lead (organize, plan, direct and control) his/her customer service team members to achieve the expected goals and service indicators. Motivates and energizes personnel to obtain top performance.
- Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
- Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
- Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy.
QUALIFICATIONS
Education
High school degree
Bachelor degree: Business Administration, Industrial Engineering, Computing, or related field or Equal by experience
Experience/Background
3 years
Supervisory experience of team of non-exempt employees, preferably in a call center environment.
6 years
Of progressively more responsible experience in a customer service, product support, Information Technology (IT), telecommunications, or related role.
Language Proficiency
Fully Bilingual (English and Spanish) / Required
Preferred Qualifications & Education
Remote Care Technical Support experience (or equivalent)
Experience in the biotech, bio-instruments or medical devices industries
Experience working in a broader enterprise/cross-division business unit model preferred.
