Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.
The Technical Support Training Lead is responsible for coordinating and executing day-to-day operations of a Complaint Intake/Technical services team that supports different markets in relation to technical complaint handling and resolution.
The Technical Support Training Lead will be responsible for creating and delivering training on ARDx products, Complaint Handling processes and tools and other knowledge areas, as required, to the Technical Services teams and other ARDx personnel engaged in the complaint handling process. Including promoting efficiency and enhancing our customer experience by developing the skills of personnel.
Essential Duties and Responsibilities :
- Accountable for METRO / LERN training on-time completion and escalation process to ensure no unanticipated late completion
- Quality Monitoring
- Continuous Improvement Activities
- Coaching and Feedback
- Responsible for implementing the 4 phases of Training : new Hire Training; Onboarding; Hypercare; Ongoing Training; Remediation
- Responsible to ensure clear, effective & efficient communication by listening, speaking, observing and empathizing as required to meet business needs.
- Develop and maintain training offerings to ensure that necessary skillset is maintained within Technical Services teams.
- Support SMES Develop and deliver training on ARDx products and the underlying technology to facilitate effective troubleshooting.
- Deliver training on ARDx complaint handling processes to maximise customer satisfaction while maintaining regulatory compliance.
- Interface with Business Analyst and IT to prepare and deliver training on complaint handling applications (i.e. development of CBTs).
- Responsible for the record keeping of all TS induction programs and ongoing training as required.
- Writes procedures and other Documentation needed for the compliant management of training preparation and delivery.
- Perform all job duties in accordance with relevant policies : Abbott policies & regulatory compliance Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Technical service activities and meeting both ISO13485 and FDA 820 requirements on complaint management.
Dimensions - Education / Experience / Skills
- Third level qualification in medical/science/engineering discipline.
- Training experience within the medical device industry and/or a clinical setting.
- Demonstrated success in managing training deployment using Multimodal Learning Strategies
- Strong analytical skills, excellent attention to detail and good business judgment.
- Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments.
- Self-starter who possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities.
- Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to colleagues as necessary.
- Strong record of developing and implementing procedures within a compliance framework.
- Ability to effectively convey the subject matter to ensure comprehension to all audiences.
