Remote Care Supervisor

About the role

Abbott's Cardiac Rhythm Management division is hiring a Remote Care Supervisor based in its Alajuela location. The supervisor leads a group of technical support agents who give technical guidance and troubleshooting support on the use of Merlin.net remote care products to clinicians, patients and internal departments. The role ensures timely responses and closed-loop follow-up to clinicians, patients and company representatives by phone and/or email, and keeps staff and equipment maintained so that interactions remain high quality, efficient and effective.

Key responsibilities

• Hire and retain a diverse, highly qualified staff, coach, mentor, evaluate and coach them, and hold them accountable for performance and subcontractor output
• Maintain a safe work environment, foster a customer focus and promote continuous quality improvement
• Identify, track and characterize new issues, help set messages for the field, handle escalated calls and share information with product development teams
• Act as interface between the RCTS and other departments, including the Change Control Board, shipping, customer service, marketing and technical meetings
• Follow rotating on-call protocols to support on-call agents with escalated customer calls
• Document complaints via Field Contact Reports and forward them to the Product Performance Group
• Log remote monitoring system issues and engineering improvements as RCIT Service Desk tickets or Software Work Requests
• Help develop standardized department protocols and ensure training and documentation meet quality standards

Required profile

• High school degree or bachelor's degree in Business Administration, Industrial Engineering, Computing or a related field, or equivalent by experience
• 3 years of supervisory experience of a team of non-exempt employees, preferably in a call center environment
• 6 years of progressively more responsible experience in customer service, product support, IT, telecommunications or a related role
• Fully bilingual in English and Spanish
• Preferred: remote care technical support experience, experience in biotech, bio-instruments or medical devices, and experience in a cross-division business unit model