Engineer , Customer Quality

Abbott • Los Angeles, CA

1d • Onsite

About The Position

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. A healthy heart is essential to good health. That's why we're committed to advancing treatments for people with cardiovascular disease. As a global leader in Cardiac Rhythm Technologies, our breakthrough medical technologies help restore people's health so they can get back to living their best lives, faster. We focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats. This role is responsible for understanding and representing the customer experience for Cardiac Rhythm Management (CRM) products. The successful candidate will be a technically knowledgeable, customer facing experienced engineering or medical personnel who operates using facts and data and has excellent communication skills. This role is focused on understanding and championing the customers’ experiences and recommending viable solutions. The Staff Engineer also utilizes their understanding of the clinical experience to provide input for product improvements and new product development, as well as to answer challenging technical questions and product performance inquiries for physicians, customers and the commercial team. This role involves frequent interaction with all levels of the organization including Executive Management as well as representing the Quality organization to the customer. This is a senior technical position, responsible for customer-facing content and communication based on analysis and understanding of customer product concerns (complaints).

Requirements

• Minimum Bachelor’s degree in an Engineering or a Technical Discipline
• 5 or more years of direct experience in the Medical Device industry
• Familiarity with statistical techniques and tools required for reliability analysis

Nice To Haves

• Master’s degree or higher in an Engineering or Technical Discipline
• 2 or more years of experience with Cardiac Rhythm Management Devices (CRM)
• Demonstrated presentation and customer interaction skills
• Experience with Quality Management Systems and the CAPA process
• Six Sigma or CQE training
• Demonstrated past interaction with all levels of the organization up to and including Executive Management
• Demonstrated critical thinking and analytical skills

Responsibilities

• Responsible for analysis of worldwide complaints and returns for CRM products, including both implantable and remote care systems.
• Critical engagement in trend and performance review meetings for the CRM devices
• Identify key quality topics from the field and champion resolution
• Partner with the commercial organization to identify and resolve concerns from key accounts
• Provide input into next generation product design using data from the field and results of product investigations/evaluations as well as an understanding of customer concerns identified during technical discussions
• Support key customer accounts via direct interaction, support of sales representatives, clinical representatives or researchers by collating and communicating product performance expectations, data analysis and clinical performance
• Present as requested at key commercial and technical conferences
• Comprehensive understanding of CRM clinical procedures, including device implant, remote monitoring, non-invasive patient management strategies, and explants

Benefits

• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees