Manager, Customer Support
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POST DATE 9/16/2017
END DATE 12/21/2017
JOB DESCRIPTIONAlere is now Abbott.
This manager level position will provide support to the Director, Quality and Regulatory Affairs, by managing the Customer Support department.
This job function has accountability for complying with the applicable elements of the Global Quality Framework and the Corporate Quality Management System (QMS).
ESSENTIAL DUTIES AND RESPONSIBILITIES - (KEY ACTIVITIES)
Manage and support Customer Support Technicians to ensure they have the proper tools and training to process customer support communications.
Define and implement SOPs and Work Instructions to ensure support process is handled in a consistent and compliant manner. Recommends improvements as needed.
Member of the Alere Informatics Management Team. Collaborate with other department managers on a routine basis.
As requested, provide customer support metrics to the Director, Quality and Regulatory Affairs.
Member of the Management Review team and participates in such meetings.
Collaborate and solve complex customer issues customer support.
Maintain and promote a sense of team building demonstrated by patience, cooperation, support and professionalism.
Interacts daily with internal customers within Applications Engineering, Quality, Operations, and Software Development.
Actively participates in the review, testing and implementation of new systems/applications.
Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the companys policies and practices..
Other responsibilities as assigned.
All listed tasks and responsibilities are deemed as essential functions to this position, however, reasonable accommodations will be made if at all possible under business conditions.
Alere, Inc. is an equal employment/affirmative action employer of Minorities/Females/Protected Veterans/Disabled. If you need accommodation for any part of the employment process because of a disability please send an email to firstname.lastname@example.org to let us know the nature of your request.
EDUCATION / EXPERIENCE
Bachelor's degree or related technical discipline with at least 3-5 years of experience in a Customer Support role.
Working knowledge and experience with FDA cGMPs/QSR and ISO Quality System requirements.
Candidates with quality and/or regulatory compliance experience in the medical device or biotech industry are preferred.
Ability to travel approximately 10% of the time.