Abbott Sr Manager , Quality Customer Support in Sylmar, California
At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
The Senior Manager, Customer Quality is responsible for understanding and representing the customer experience for Cardiac Rhythm Management (CRM) products. The successful candidate will be a technically knowledgeable customer facing experienced engineering or medical personnel who operates using facts and data and has excellent communication skills. This role is focused on understanding and championing the customers’ experiences and not on sales and marketing. The Senior Manager utilizes their understanding of the customer experience to provide input for product improvements and new product development, as well as to answer technical questions and product performance questions for the customers and commercial team. This role involves frequent interaction with all levels of the organization including Executive Management as well as representing the technical organization to the customer.
This is a senior technical position, responsible for customer facing content and communication based on analysis and understanding of customer product concerns (complaints)
Essential job responsibilities:
Responsible for worldwide surveillance and analysis of complaints and returns for CRM products.
Support monthly trend and performance review meetings for the CRM devices
Identify key concerns from the field and champion resolution
Partner with the commercial organization to identify and resolve concerns from key accounts
Provide input into next generation product design using data from the field and results of product investigations/evaluations as well as an understanding of customer concerns identified during technical discussions with customers
Support key customer accounts via direct interaction, support of sales representatives, clinical representatives or researchers by collating and communicating product performance expectations, data analysis and clinical performance
Present as requested at key commercial and technical conferences
Comprehensive understanding of CRM clinical procedures, including device implant, remote monitoring, non-invasive management strategies, and explant
Minimum Bachelor’s degree in an Engineering or a Technical Discipline
8 or more years of direct experience in the Medical Device industry
2 or more years of experience with Cardiac Rhythm Management Devices (CRM)
Familiarity with statistical techniques and tools required for survival analysis
Master’s degree or higher in an Engineering or Technical Discipline
Experience managing people directly and in a corporate matrixed environment
Six Sigma or CQE training
Demonstrated past interaction with all levels of the organization up to and including Executive Management
Demonstrated presentation and customer interaction skills
Demonstrated critical thinking and analytical skills
Ability to Travel domestically and internationally up to 50% of the time as needed
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email firstname.lastname@example.org