Technical Service Team Lead

2 months ago

Galway, Ireland Abbott Full time

About Abbott

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

Abbott serves the Irish market with a diverse range of healthcare products including diagnostics, medical devices and nutritionals products. In Ireland, Abbott employs over 4,000 people across nine sites. We have six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford and Sligo and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations and shared services in Dublin and Galway. We have been operating in Ireland since 1946.

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing which provides important information for the treatment and management of diseases and other conditions. IDEM is an over a billion-dollar business unit that now support significate growth for Abbott in COVID-19 related products in over 70+ countries.

PURPOSE OF THE JOB:

ARDx regional Technical Support Team Leader will be responsible for coordinating and executing day-to-day operations of a Complaint Intake/ Technical services team that supports EMEA market in relation to technical complaint handling and resolution.

The role will be responsible for managing, coaching and developing a team based culture, ensuring complaint regulatory compliance, driving change and improvement initiatives. Establishing, communicating and implementing plans to ensure that Abbott global strategic imperatives are achieved in all areas.

MAJOR RESPONSIBILITIES:

Develop and maintain key metrics and dashboards to monitor progress and performance.

Maintain performance in line with agreed targets for Quality compliance, Productivity and Customer experience.

Reviews and analyses data set trends with the technical service team. Considering the data set trends provides direction in terms of setting work priorities and for process enhancement.

Leads investigations of the negative trends and implementation of actions.

Reviewing continuously opportunities to streamline processes and implement changes that will drive efficiencies and improve our quality compliance and customer’s experience.

Organizing the workload for the team and ensuring that the right resources are available and trained to the highest standard. Team management (i.e.: holiday requests, shift rota, team motivation, team meetings, etc...).

Responsible for the Induction and training of new team members ensuring that the highest levels of training are delivered and measured. Also maintain and grow personal knowledge and skills, technical and / or product knowledge within the team.

Foster teamwork and provides development opportunities and performance feedback to all direct reports.

Ownership of internal and external audit actions to ensure the effective closure of corrective actions.

Evolution of the implemented corrective and preventive actions against trends to assess effectiveness of the same.

Writes procedures and other Documentation needed for the enhancement of processes and systems.

Perform all job duties in accordance with relevant policies: Abbott policies & regulatory compliance Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Technical service activities and meeting both ISO13485 and FDA 820 requirements on complaint management.

EDUCATION & COMPETENCIES:

Supervisory/team lead experience within medical device industry and a min 5 years’ experience desirable but not essential.

Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity.

Strong analytical skills, excellent attention to detail and good business judgment.

Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments.

Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities.

Effective communicator, both articulate & verbally presentable.

Communicate technical knowledge to both customers and colleagues as necessary.

Strong record of developing and implementing procedures.

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