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Technical Services Manager

2 months ago

Taguig, National Capital Region, Philippines Abbott Laboratories Full time

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Abbott Rapid Dx North America LLC's Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Technical Services Manager is responsible for managing and driving day-to-day operations of Complaint Intake/Technical services teams that support Americas market in relation to technical complaint handling and resolution.

The role is responsible for supporting the Regional Senior Managers in managing, coaching and developing a team-based culture, driving change and improvement initiatives, establishing, communicating and implementing short, medium to long terms plans to ensure that strategic business goals and "Best in Class" performance levels are achieved in all areas of Technical Services. The role is responsible in driving the Technical Services teams led by the TS Supervisors, and including Trainers, to coach and develop a team-based culture, driving complaint regulatory compliance, managing change and improvement initiatives

Duties and Responsibilities

  • Responsible for overseeing people management of the team; Develop employee training, Handle interpersonal conflicts, Build Company culture & manage deadlines.
  • Responsible to Monitor & Measure each and every team performance to ensure business needs are meet.
  • Responsible to ensure feedback on an employee's performance, help to develop an employee's skills where needed, and address performance problems are provided by the Supervisors
  • Responsible for implementing strategies for the hub to use to achieve a goal, delegating tasks based on each member's strengths and skills and offering the training necessary to complete certain tasks.
  • Responsible for driving team engagement and collaborative work between teams both for operations performance and engagement activities. Foster teamwork and provide development opportunities and performance feedback.
  • Represent site interests on global Technical Service and Complaint Intake teams, assisting in the development and implementation of short and long-term strategies.
  • Responsible for identifying and managing both self-emotions and the emotions of the people you interact with in day to day activity while also demonstrating the ability to be an active listener; responsible for looking after the Supervisors' performance and well-being so that they are able to fulfil their duties with stable emotions and as active listeners to their own teams.
  • Strategize and organize the workload for the team and ensure the right resources are available and trained to the highest standard.
  • Actively increase technical and soft skill ability to support organization's goals, and objectives.
  • Daily Operations management to meet business needs
    • Staffing - compute for capacity and utilization to determine the right number of headcount to support the market
    • Management of Email and Phone systems to ensure a balanced workload, timely action by team & escalation of any business risks to Leadership
    • Identify escalations to Senior leadership with business risk identified.
  • Identify and escalate any priority complaints to Leadership. Develop a strong working relationship with Key stakeholder e.g Legal Manufacturers, Commercial QA, External Customers as required.
  • Drive continuous improvement on process by performing process reviews into 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.
  • Manage and drive execution of applicable Quality System processes within the hub
  • Perform analysis on team data to produce reports that help businesses make decisions
  • Review and analyse data set trends with the TS Supervisors. Consider the data set trends to provide direction in terms of setting work priorities and for process enhancement. Lead solution orientated investigations of the negative trends and implementation of actions.
  • Ownership QI/CAPA program together with TS Supervisors to ensure the effective and timely closure of corrective actions. Evolution of the implemented corrective and preventive actions against trends to assess effectiveness of the same.
  • Manage third party supplier and drive adherence to established KPI
  • Responsible for hiring and promotion of employees
  • Responsible to main team budgets. E.g. Lunches, team activities, dept assets.
  • In coordination with trainers, ensure that the highest levels of training are delivered and measured. Maintain and grow personal knowledge and skills, technical and/or product knowledge within the team.
  • Provide Subject Matter Expert support for internal and external audits of the Technical Services and Complaint Intake functions.
  • Manage new product launch activities and ensure Technical Service readiness
  • Work cross functionally with other departments and functions to achieve all duties and responsibilities
  • Maintain appropriate records of all operational activities and ensure such records meet and exceed any audit requirements/standards.
  • Maintain ability to comply with business continuity plan.
  • Best practice sharing with colleagues to increase knowledge and drive higher performance within the Technical Services team
  • Maintain an up-to-date knowledge of Company products and industry in the areas of design, application, operation, troubleshooting, repair and maintenance
  • Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
  • Other duties as assigned.

Core Competencies

People Skills

Setting Direction

Decision-making

Motivation

Communication Clarity

Positivity

Adaptability

Emotional Intelligence

Time and Task Management

Performance Management

Management of Day-to-day Operations and team workload

Dashboard management

Conducting Performance Reviews

Implementing PIPs

Team Management

Delegation

Planning and Organizing

Team Building

Conflict Management

Talent Development

Problem Solving

Financial Acumen

Technical Skills

Data Analytics and Reporting

Process Workflow Expertise

Project Management

Stakeholder Management

Minimum Qualifications

  • Must demonstrate success in managing and coordinating a multi-skilled team in performance and productivity.
  • Must have strong analytical skills, excellent attention to detail and good business judgement.
  • Must be an effective communicator, both articulate & verbally presentable with the ability to communicate technical knowledge to both customers and colleagues.
  • Must have excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other functions.
  • Must be a self-starter, possessing flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations.
  • Must demonstrate a strong record of developing and implementing procedures.
  • Must have a positive attitude, be a team player with a high level of initiative, energy and enthusiasm.
  • Must have Strong people management skills with a proven ability to establish and manage multiple lingual and cross functional teams
  • Expert knowledge of diagnostics on clinical and technical level.
  • Exceptional service orientation and focus, experience in customer service methods and techniques.

Education & Experience

  • Bachelor's degree (BS) in a relevant discipline i.e. Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required
  • Managerial/Supervisory experience within medical device industry and a minimum of 5 years' experience required.