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Abbott is a global healthcare leader, we are committed to helping people live their best possible life through the power of health. For more than 135 years, we have brought new products and technologies to the world: in diagnostics, nutrition, cardiovascular, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life.
Today our 115,000 Abbott colleagues are working to help people live not just longer, but better, in the more than 160 countries we serve.
Abbott in Ireland
Abbott serves the Irish market with a diverse range of healthcare products, including diagnostics, medical devices, and nutritional products. In Ireland, Abbott employs over 6,000 people across ten sites. We have seven manufacturing facilities located in Clonmel, Cootehill, Donegal, Kilkenny, Longford, and Sligo and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations, and shared services in Dublin and Galway. We have been operating in Ireland since 1946.
PURPOSE OF THE JOB
The Training Specialist (Technology and Product) 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.
Responsibilities and Duties:
1. Identify individual and group training needs across the Technical Services network in conjunction with team leads/managers.
2. Develop and maintain training offerings to ensure that necessary skillset is maintained within Technical Services teams.
3. Deliver training on ARDx products and the underlying technology to facilitate effective troubleshooting.
4. Deliver training on ARDx complaint handling processes to maximise customer satisfaction while maintaining regulatory compliance.
5. Interface with Business Analyst and IT to prepare and deliver training on complaint handling applications.
6. Monitor effectiveness of training on an ongoing basis and identify opportunities for continuous improvement.
7. Scan the environment for new developments in technical customer service and evaluate suitability for inclusion in Technical Services training offerings.
8. Establish and monitor the necessary training KPI’s to ensure that Technical Services group maintains compliance to Divisional trending metrics.
9. Review and analyse data set trends with the technical service team leads/managers. Considering the data set trends provides direction in terms of setting training priorities and for process enhancement. Leads investigations of the negative trends and implementation of actions.
10. Review continuously opportunities to streamline processes and implement changes that will drive efficiencies and improve our quality compliance and customer’s experience. Provides support to TS team through real-time interventions: side-by-side, coaching sessions, feedback, and cascades.
11. Responsible for the Induction and training of new team members ensuring that the highest levels of training are delivered and measured. Also maintain and grow personal knowledge and skills, technical and/or product knowledge within the team.
12. Responsible for the record keeping of all TS induction programs and ongoing training as required.
13. Writes procedures and other Documentation needed for the compliant management of training preparation and delivery.
14. 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.
Requirements:
1. Third level qualification in medical/science/engineering discipline.
2. Training experience within the medical device industry and/or a clinical setting.
3. Demonstrated success in managing training deployment using Multimodal Learning Strategies.
4. Strong analytical skills, excellent attention to detail and good business judgment.
5. Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments.
6. Self-starter who possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities.
7. Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to colleagues as necessary.
8. Strong record of developing and implementing procedures within a compliance framework.
9. Ability to effectively convey the subject matter to ensure comprehension to all audiences.
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