Manager, Product Support

Job description

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 122,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: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 in La Jolla, CA supporting our Operations team in the Cancer Diagnostics division. We’re empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people. Our Point of Care diagnostic portfolio spans key health and therapeutic areas, including infectious disease, cardiometabolic, informatics, and toxicology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision-making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges. Our molecular division delivers best-in-class innovative testing solutions for people around the world to provide answers to life’s critical health decisions. We help people live full and healthy lives through our accessible, molecular-based solutions. Position Overview The Manager, Product Support role will lead a diverse team within Operations responsible for Design Transfer of new products, post-launch product support, complex issue resolution, process improvement/enhancement, and risk mitigation activities primarily within next-generation sequencing (NGS). This role will be responsible for study design, execution, reporting and will equip, staff, and establish systems and procedures in close coordination with R&D, Manufacturing, Supply Chain, and other stakeholders. The Manager, Product Support role will oversee cross-functional projects and implement best practices to ensure the area meets business needs and will lead the Manufacturing Sciences team by setting direction and creating a work environment that encourages goal realization and employee growth. Essential Duties Include but are not limited to the following: Lead a Manufacturing Sciences team driving initiatives that align with business needs. Provide technical leadership and support for NGS based reagents and products. Serve as Operations core team member for new product pipeline projects collaborating with R&D in developing, transferring, scaling, and validating manufacturing processes and quality control test methods for commercial release as part of Design Transfer. Oversee activities related to developing, qualifying, and troubleshooting analytical and functional test methods, manufacturing processes, and materials associated with oligonucleotides, enzymes, antibodies, and molecular biology reagents used in complex molecular diagnostics products. Lead and support troubleshooting of Out Of Specifications (OOS), non-conformances (NCMRs), and corrective action preventive action (CAPA) plans through root cause investigation, experiment design, study execution, data analysis, and reporting. Provide technical leadership and assistance in Supplier Change Requests (SCR), raw material feasibility, alternative supply evaluation, and risk mitigation activities. Interact with vendors on a technical level to resolve challenges with raw materials or processes established and/or develop new processes to implement with our strategic partners to improve reliability of incoming materials. Generate clear and accurate experimental protocols, draft procedures, characterize and develop test methods and test method improvements summarizing activities through technical or investigative reports. Provide needed visibility and supporting information to assist leadership in prioritization of projects based on changing functional needs, resource capacity constraints, risk exposure, and ensuring clarity in project interdependencies. Oversee design and execution of complex studies and designed experiments using appropriate statistical techniques. Oversee design and execution of stability studies according to recognized standards. Provide thought leadership in design for manufacturability for future products and test methods in collaboration with R&D. Oversee teams conducting bench level experiments within several product or technology areas to identify problems and discrepancies. Mentor next level managers and leaders within the functional work-streams to continue to grow talent within our organization. Lead and manage several varied projects at one time, with frequent changing priorities. Supervise staff including but not limited to organize and prioritize work, write/conduct performance reviews, train/develop, and manage work performance. Communicate goals clearly to employees to ensure understanding and success in achieving them. Motivate and inspire employees to do their best work through coaching. Maintain morale and support employee engagement initiatives. Communicate to all levels within the company and thrives in a fast-paced, everchanging environment. Evidence of strong analytical, problem-solving skills and negotiating skills and ability to make decisions with limited information and operate with autonomy. Strong documentation, attention-to-detail and procedure writing skills suitable for a GMP environment. Excellent oral, written communication and strong interpersonal skills. Demonstrated ability to develop/transfer and thoroughly document new processes and production procedures. Ability to interpret technical data and present findings to management. Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork. Support and comply with the company’s Quality Management System policies and procedures. Regular and reliable attendance. Ability to lift up to 50 pounds for approximately 5% of a typical working day. Ability to utilize lab equipment for 10% of a typical working day. Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day. Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height. Ability to comply with any applicable personal protective equipment requirements. Ability and means to travel between CA locations. Ability to travel 10% of working time away from work location, may include overnight/weekend travel. Minimum Qualifications Bachelor's degree in Chemistry, Molecular Biology or a field related to the essential duties of this