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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 you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• 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.
In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.
The Opportunity
This position is located out of our Burlington, Massachusetts location in our Abbott Heart Failure Division. Abbott Heart Failure helps those with heart failure survive and thrive, bringing together exception teams to pioneer and increase access to lifesaving connected innovations.
This position of Senior Manager, Post Market works within our Quality team supporting all parts of Abbott Heart Failure. This role has responsibility for complaint handling and is process owner for investigation of product. This role will be the subject matter expert, work closely with Commercial, Operations, and Design teams, and interact with regulatory agencies and customers to ensure the division follows global complaint handling procedures and regulations.
This position is responsible for implementing and maintaining the effectiveness of the quality system including personnel development and assessing performance. Providing direct and indirect supervision to professional, direct or indirect labor staff to ensure that complaints are handled in accordance with global regulations. The position ensures that compliance is maintained and that employees are trained and following the required divisional and Abbott policies and procedures. The Senior communicates with Senior and Executive management in the area of complaints handling and issues affecting product performance and anticipates, recognizes, communicates and manages quality issues within the organization and works with appropriate cross-functional areas to recommend actions to resolve issues.
What You’ll Work On
• Responsible for implementing and maintaining the effectiveness of the quality system.
• Identifies and recruits staffing / resources to support complaint handling activities and on-market support for multiple product lines deemed critical to success of financial performance for the Division.
• Identifies and implements the organizational structure necessary to achieve business objectives and QA compliance within the complaint handling organization.
• Ensures complaints are evaluated against criteria for potentially reportable events and elevated to the medical events group as necessary to meet worldwide medical event reporting requirements.
• Champions and actively participates in development / improvements of complaint handling processes and procedures.
• Responsible for ensuring that customer complaints are reviewed in a timely manner and elevated to the medical events group as necessary to meet reporting regulations.
• Responsible for ensuring that product quality issues are identified as early as possible and remedied through the corrective and preventive action system.
• Monitor incoming complaints for increasing trends and alert management when a product issue is emerging.
• Participate in monthly tracking and trending meetings – provide input on early trends that may not yet be reflected in the data
• Work effectively with Customer Service and R&D, as well as other internal and external organizations as needed, to coordinate and facilitate improvements in complaint handling processes.
• Works closely with Complaint Investigation, Supplier QA and Operations teams to ensure that exception reports and corrective and preventive actions are conducted as necessary for complaint issues.
• Facilitate meetings and discussions across multiple organizations as required to improve/enhance complaint handling processes.
• Interacts with Senior and Executive level staff to escalate field compliant issues as necessary.
• The incumbent also has a high level of interaction with FDA and global regulatory agencies including routine communication and inspections.
Required Qualifications
• Bachelor’s Degree in a related field including Engineering, Life Sciences, Medical/Clinical; or the equivalent combination of education and work experience.
• Minimum 8+ years’ experience in Quality roles in a regulated industry (i.e.; Medical Devices, Pharmaceutical, etc.)
• Minimum 3+ years’ managing/leading organizations
• Minimum 2+ years’ complaint handling experience
• Substantial working knowledge of CFR 820, 803, 806, ISO 13485 and ISO 14971
Preferred Qualifications
• Demonstrated experience building effective organizations and leveraging teams to accomplish projects
• Experience with operational Lean, Six Sigma, and Continuous Improvement initiatives
• Experience with cardiovascular systems
• Advanced degree in the biomedical field
• Experience working in a broader enterprise/cross-division organization
• Working knowledge of Microsoft Office suite and statistical software
• Strong technical writing skills and effective communication skills
Apply Now
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
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.
The base pay for this position is $125,300.00 – $250,700.00. In specific locations, the pay range may vary from the range posted.
