AbbVie

*Product Support Supervisor

Employer
AbbVie
Location
Pleasanton, CA, United States
Posted
Aug 30, 2020
Ref
202241
Required Education
Associate Degree
Position Type
Full time
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

Job Description

Envision working with energetic colleagues and inspirational leaders. Now, place yourself in that mix; leading discussions, asking the right questions and driving results. All while wearing jeans to work!

Product Support Supervisor - Pleasanton, CA

WHAT YOUR NEW MANAGER WANTS YOU TO KNOW:

" We are looking for a team player who has experience ensuring customer satisfaction within a technical support environment, as well as someone who is skilled in motivating and leading a team. If you are looking to take that next big step in your career with a great company working with great employees in a diverse and inclusive environment, I would be very interested in reviewing your resume."

*YOU ARE more than just a title, YOU ARE...

A Trusted People Leader - As the Supervisor of Product Support, you will oversee a capital technical support call center, supporting AbbVie's line of aesthetic medical devices. You will be responsible for supervising the Product Support team, with approximately 10 direct employees (product support representatives) in addition to occasional temporary/contingent workers. Your supervisory responsibilities will include hiring, promoting, managing and measuring performance, setting goals, mentoring and scheduling.

A Trusted Product Support Leader - You will handle escalation of product support issues and calls. You will be responsible for the measurement and reporting of key performance indicators. You will implement, maintain and have continual improvement of product support policies and procedures. You will assist with the phone and support call queue as needed.

Qualifications

YOU BRING:
  • Associates Degree or higher or equivalent work experience preferred
  • 2 (+) years' relevant experience in Service or Product Support or equivalent preferred
  • 2 (+) years' experience working in a call center environment
  • Proficient in use of MS Office applications such as Outlook, Power Point, Word and Excel (pivot tables)
  • Proficient in use of SAP and Salesforce.com (Or similar CRM/ERP system)
  • Experiencing working in a technical support call center environment
  • 2(+) years' experience in a supervisory role, or relevant mentored experience
  • Experience working in an FDA regulated environment
  • Previous experience working with medical devices, especially aesthetic medical devices
  • Experience with CRM tools, especially SalesForce.com and VEEVA
  • Ability to create and use basic statistical tools such as Pareto charts and trend charts
  • Must be able to influence and work constructively in a cross functional environment, including QA, technicians, R/D, service coordinators, sales personnel and senior management.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to read, understand, and follow AbbVie's SOPs relating to Product Support, Service, and RMA business correspondence, and procedure manuals in English.
  • Ability to effectively present information and respond to questions from management, clients, and customers.
  • Ability to clearly and concisely convey project accomplishments, obstacles, issues, project status
  • Responsible for performing all duties in compliance with FDA's Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements with which AbbVie complies.


PDN2


    Equal Employment Opportunity
    At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.