Manager Customer Service, Technical Support Call Center
Abbott Laboratories - Pleasanton, CA
posted 2 days ago
About the position
This position works out of our Pleasanton, CA location in the Heart Failure division. 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. As our Customer Service Manager, you will play a critical role in execution of our support strategy for the Heart Failure Division. You will lead two support teams: Customer Service Team - Minnesota, which executes orders placed for Abbott Heart Failure product lines and transacts the return process for replacement equipment, and Level 1 Technical Support - Pleasanton California, which provides front line support for the CardioMems product line and supporting software.
Responsibilities
- Development and execution of support based strategies for new product roll out.
- Report out on established department metrics and highlights actions to return to green.
- Responsible for investigating and resolving escalated customer problems.
- Establish a comprehensive support strategy and roadmap in partnership with Global Service Team.
- Formulates business plans to support new products.
- Manages staffing schedules to ensure proper coverage.
- Evaluate the current tiers of service of our applications, reliability standards and practices to define steps to continuously improve on them.
- Participate in blameless postmortems on critical incidents and help teams use their learnings to better predict, detect and prevent future issues.
- Establish and lead a supported based community of practice and foster a culture of continuous improvement of system site performance and reliability.
- Share knowledge and lessons learned across the Digital organization.
- Partner with internal departments and support team for rapid resolution of issues.
- Build a practice of rapid detection and root cause determination while keeping stakeholders informed.
Requirements
- 5+ years work experience managing call centers.
- Deep understanding of call center best practices and metrics.
Nice-to-haves
- Previous employment working in a Medical Devices field.
- Five9 and Salesforce software experience.
Benefits
- Career development with an international company.
- 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.
- Recognition as a great place to work in dozens of countries.
- Recognition as one of the best big companies to work for and a best place to work for diversity.
