Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION:
Job Title
Supervisor Complaint Handling
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:
- Career development with an international company where you can grow the career you dream of.
- Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
- An excellent retirement savings plan with a high employer contribution.
- Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
- A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position works out of our Plano, TX location in the Neuromodulation division. Our Neuromodulation business includes implantable devices compatible with mobile technology to help people who suffer from chronic pain and movement disorders. These non-opioid therapies allow us to provide interventional pain therapy to patients throughout the pain continuum.
The Supervisor Complaint Handling is responsible for providing the direct supervision of non-exempt employees in the Complaint Handling Group who evaluate, process and / or close complaint cases from customers.
What You’ll Work On
- Assign and monitor daily complaint cases for QA Specialists.
- Provide coaching, counseling, and ongoing support to team members to strengthen performance and compliance.
- Conduct both formal and informal performance evaluations for direct reports.
- Maintain a comprehensive understanding of all aspects of the complaint handling process.
- Manage team resources to ensure division goals for complaint metrics are consistently met.
- Identify opportunities to improve efficiency, accuracy, and overall effectiveness of complaint handling processes.
- Monitor and communicate quality metrics related to complaint evaluation and investigation documentation completed by internal groups (e.g., Complaint Evaluations Group, Complaint Investigations Group).
- Supervise complaint closure activities for Neuromodulation Division.
- Ensure complaint evaluations and closures are completed accurately, on time, and in alignment with procedures, coding requirements, and documentation standards.
- Oversee people and processes to proactively resolve issues and enhance workflow efficiency.
- Identify trends in product complaints and escalate findings to management promptly.
- Maintain readiness for corporate and FDA audits, ensuring complaint handling activities meet regulatory expectations.
- Mitigate audit risk by ensuring complaints are closed correctly and supported with proper documentation.
- Initiate, own and process complaints cases.
Required Qualifications
- Bachelor's Degree or an equivalent combination of education and work experience
- Minimum 4 years of related quality experience
- Previous experience conducting complaint investigations and evaluations within a regulated environment.
- Understanding of product use and application, particularly as it relates to complaint assessment.
- Proven ability to lead, mentor, and manage a large team of non‑exempt employees, including both full‑time and contract staff.
- Strong communication skills with the ability to collaborate effectively across cross‑functional groups such as Customer Support, Medical Events, and Complaint Evaluations.
- Ability to work autonomously, exercise sound judgment, and make decisions regarding escalation needs for additional documentation, investigation, or processing.
- Demonstrated capability to determine when complaints require further action versus when they are ready for closure.
Apply Now
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.
The base pay for this position is
$78,000.00 – $156,000.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Operations Quality
DIVISION:
NM Neuromodulation
LOCATION:
United States > Texas > Plano : 6901 Preston Road
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf