Supervisor – Remote Care (Technical Support)

About the role

The Supervisor, Remote Care leads a team of Technical Support agents who assist clinicians, patients and internal groups with the Merlin.net remote‑care platform. Based in Alajuela, the role ensures timely, high‑quality troubleshooting and follow‑up for Abbott’s cardiac rhythm technology products.

Key responsibilities

• Hire, retain and develop a diverse technical support staff, providing coaching, performance reviews and career growth opportunities.
• Monitor and improve call‑center operations, ensuring rapid response, accurate documentation and continuous quality improvement.
• Escalate complex issues, coordinate with product development, shipping, customer service and the Change Control Board to resolve technical problems.
• Maintain a safe work environment and oversee on‑call rotation for 24‑hour support, handling escalated customer calls as needed.

Required profile

• High school diploma or Bachelor’s degree in Business Administration, Industrial Engineering, Computing or related field, or equivalent experience.
• Minimum 3 years supervisory experience in a non‑exempt, call‑center environment.
• At least 6 years progressive experience in customer service, product support, IT, telecommunications or related fields.
• Fully bilingual (C1 level) in English and Spanish.

What we offer

• Career development opportunities within a global healthcare leader.
• Recognition as a top employer for diversity, working mothers and female executives.
• Access to a supportive work environment that values employee well‑being and continuous learning.