Supervisor, Complaint Handling

Job Title

Supervisor, Complaint Handling

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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 of which you dream.
• 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 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Sylmar, CA location. This is an onsite role.    

The Complaint Handling Supervisor is responsible for providing the direct supervision of employees in the Complaint Handling Group who evaluate, process and / or close product experience reports from the field. Supervision includes the assigning and monitoring of weekly workload to Analysts/File Managers on the team, 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 other cross-functional groups as well.

As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

What You’ll Work On

• Supervise complaint handling activities and process for Cardiac Rhythm Management business and complaint handling systems.
• Ensure that complaint decisions, regulatory reporting decisions, and MDR reporting processes are executed in a timely manner with the correct application of procedures, complaint codes and documentation.
• Monitor people and processes to help resolve roadblocks and improve efficiency of the complaint handling process, and provide key information relating to metrics or complaint signals to management in a timely manner.
• Complaint handling is a primary focus of corporate, FDA, internal and external audits.
• Ensure process execution is robust by providing guidance to the complaint handling team (as needed) to facilitate compliance. 

EDUCATION AND EXPERIENCE YOU’LL BRING 

Required Experience

• 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 required. 
• Must be able to effectively lead and manage a large staff of non-exempt employees including full-time and contract workers. 
• Excellent communication skills are required as there is frequent interaction with other functions in Division such as Customer Support, Medical Events Group, and Complaint Evaluations Group. 
• 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.
• Experience in MS Suite

Preferred Experience

• Previous management experience
• An understanding of the product use is helpful. 

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $90,000.00 – $180,000.00. In specific locations, the pay range may vary from the range posted.

• complaint handling
• process improvement
• complaint investigation
• regulated environment experience