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Abbott Manager , Customer Quality in Sylmar, California

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 103,000 colleagues serve people in more than 160 countries.

The 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 Manager utilizes their understanding of the clinical experience to provide input for product improvements and new product development, as well as to answer technical questions and product performance inquiries for physicians, customers and the 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 analysis of worldwide complaints and returns for CRM products.

  • Ownership of 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

  • 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

Basic Qualifications:

  • 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 reliability analysis

Preferred Qualifications:

  • Master’s degree or higher in an Engineering or Technical Discipline

  • Demonstrated presentation and customer interaction skills

  • Experience managing people directly and in a corporate matrixed environment

  • Experience with Quality Management Systems and the CAPA process

  • Six Sigma or CQE training

  • Demonstrated past interaction with all levels of the organization up to and including Executive Management

  • Demonstrated critical thinking and analytical skills

Ability to Travel domestically and internationally up to 20% 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 corpjat@abbott.com

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