Technical Services & Complaint Intake Supervisor (EMEA Support)

Abbott; Taguig; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

A global healthcare company in Metro Manila is seeking a Technical Services & Complaint Intake Supervisor to coordinate day-to-day operations of a technical services team. Responsibilities include managing complaints, coaching team members, and ensuring compliance with relevant policies. The ideal candidate holds a relevant degree and has supervisory experience within the medical device industry, along with at least 5 years of relevant experience. This role requires strong leadership and analytical skills.

Qualifications

• Minimum qualifications include a relevant degree or equivalent.
• Supervisory experience in the medical device industry with at least 5 years of experience.

Responsibilities

• Manage day-to-day operations of the Complaint Intake/Technical Services Team.
• Coach and develop team members to meet business goals.
• Ensure compliance with quality management systems and regulatory requirements.
• Analyze team data and report trends to leadership.
• Lead new product launch activities and ensure readiness.

Skills

People management

Technical complaint handling

Coaching and development

Data analysis

Interpersonal skills

Education

3rd Level Certificate, Diploma or Degree in a relevant discipline

Job description

Overview

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

The Technical Services & Complaint Intake Supervisor is responsible for coordinating and executing day-to-day operations of a Complaint Intake/Technical Services Team that supports assigned markets in relation to technical complaint handling and resolution. The role is responsible for managing the Technical Support team, coaching and developing a team-based culture, driving complaint regulatory compliance, managing change and improvement initiatives. Establishing, communicating and implementing plans to ensure that Abbott global strategic imperatives are achieved in all areas.

Responsibilities

• Responsible for day-to-day people management of the team; support employee training, handle interpersonal conflicts, build company culture & manage deadlines.
• Monitor & measure team performance to ensure business needs are met.
• Provide feedback on an employee’s performance, help to develop an employee’s skills where needed, and address performance problems.
• Implement strategies that team members use to achieve goals, delegate tasks based on each member’s strengths and skills, and offer the training necessary to complete tasks.
• Inspire and motivate team members with regular encouragement and provide individualized coaching when needed. Foster teamwork and provide development opportunities and performance feedback.
• Identify and manage emotions in day-to-day activity while demonstrating active listening.
• Organize the workload for the team and ensure the right resources are available and trained to the highest standard.
• Increase technical and soft-skill abilities to support the organization's goals and objectives.
• Execute daily operations to meet business needs.
• Staffing responsibilities including holiday requests, shift rotation, team motivation, and team meetings.
• Manage email and phone systems to ensure balanced workload, timely action by the team, and escalation of business risks to Leadership.
• Identify escalations to Senior leadership with business risk identified.
• Ensure clear, effective & efficient communication by listening, speaking, observing and empathizing as required to meet business needs.
• Identify and escalate priority complaints to Leadership and liaise with key stakeholders (e.g., Legal, Manufacturers, Commercial QA, External Customers) as required.
• Drive continuous improvement on processes by performing process reviews and updating procedures and other documentation needed for process enhancements and systems.
• Perform all job duties in accordance with relevant policies, Abbott policies & regulatory compliance. Partner with QA/RA to ensure adherence to the Quality Management System, ISO 13485, and FDA 820 requirements on complaint management.
• Execute applicable Quality System processes.
• Analyze team data to produce reports that help the business make decisions.
• Review and analyze data set trends with the Technical Service team; set work priorities and drive process enhancements. Lead investigations of negative trends and implement corrective actions.
• Own the QI/CAPA program to ensure effective and timely closure of corrective actions; evaluate effectiveness of actions over time.
• Lead third-party supplier management and drive adherence to established KPIs.
• Responsible for hiring and promotion of employees.
• Manage the team budget (e.g., lunches, team activities, department assets).
• Collaborate with trainers to ensure high levels of training are delivered and measured. Maintain and grow personal knowledge and skills within the team.
• Provide Subject Matter Expert support for internal and external audits of the Technical Services and Complaint Intake functions.
• Lead new product launch activities and ensure Technical Service readiness.
• Work cross-functionally with other departments to achieve all duties and responsibilities.
• Maintain appropriate records of all operational activities and ensure such records meet and exceed audit requirements/standards.
• Maintain ability to comply with the business continuity plan.
• Other duties as assigned.

Education / Experience

• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in a relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering) or equivalent.
• Supervisory/team lead experience within the medical device industry and a minimum of 5 years’ experience required.