Abbott Director, Technical Services in Sylmar, California

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

This position will oversee all aspects of combined quality customer service and technical service functions in alignment with the organizational goals, policies, and objectives established by the company.

  • Oversee and manage customer interactions related to quality customer and technical services, including the development of policies and procedures to support both internal and external customers.

  • Partners cross-functionally and leads the development and execution of short & long term strategies specific to Quality Customer and Technical Service functions.

  • Oversees the development of departmental goals and metrics to measure performance and establishes appropriate organizational structures and roles to accomplish the major organization initiatives required throughout the year.

  • Oversees the identification of key metrics for the various functions and the status of implementation activities and provides proactive communication / reporting to all of the key stakeholders on a regular basis.

  • Conducts analysis of data where necessary to ensure that the desired business strategies are being realized in the marketplace.

  • Oversees the development and management of resources in order to execute on action plans within the approved budget targets in an efficient and effective manner.

  • Interfaces with cross-functional departments as necessary to resolve customer issues and/or to achieve results.

  • Initiates and promotes continuous learning and improvement efforts throughout the functional groups.

  • Provides leadership for functional groups and/or cross-functional product development teams. Provides leadership and participates in cross-functional process improvement initiatives as necessary.

  • Assures that the teams are staffed with capable personnel and equipment to perform their duties to ensure the highest level of customer and client satisfaction.

  • Performs other related duties and responsibilities, on occasion, as assigned.

  • Assures that all activities are in compliance with HIPAA, PHI, regulatory and related policies and practices.

  • Balances multiple and often time conflicting priorities between the various required activities to achieve internal and external customer satisfaction.

  • Establishes, analyzes, trends and reports quality metrics for key quality indicators such as complaints, service events, customer satisfaction, etc.

  • Provides strong leadership and serves as a role model to cultivate successes and leverage individuals to produce greater success as continuous improvement opportunities. Attracts, retains and motivates staff.

  • Maintains a high degree of Customer Focus and Quality along with a professional, Open and Results based culture within and across departments.

  • Ensures highly productive relationships and partnerships for the benefit of the organization.

  • Sets goals, monitors work, and evaluates results to ensure that functional and organizational objectives and operating requirements are met and are in line with the needs and mission of the organization.

  • Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback. Sets goals which align to department plans and manages the execution of goals through coaching and mentoring. Maintains a safe and professional work environment.

  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

Minimum Qualifications

  • Bachelor's degree in Finance, Engineering, Business, Computer Science, related field or equivalent experience.

  • 7+ years’ experience managing very large project teams and projects

  • 3+ years’ experience managing infrastructure/Information systems

  • 3+ years’ experience managing commercial / front-end business function(s) or processes

  • Previous medical device industry experience preferred.

  • Experience working in a broader enterprise/cross-division business unit model preferred.

  • Ability to work in a highly-matrixed and geographically diverse business environment.

  • Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results.

  • Ability to work effectively within a team in a fast-paced changing environment.

  • Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.

  • Ability to bridge communication between technical and business areas

  • Multi-tasks, prioritizes and meets deadlines in timely manner.

  • Strong organizational, planning, and follow-up skills and ability to hold others accountable.

  • Ability to travel approximately 15%, including internationally.

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