**_MAIN PURPOSE OF ROLE_**:
**_ 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.**:
