Supervisor, Complaint Processing

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Provide support to the global team for processing complaints and inquiries from internal and external customers about medical devices and complaints such as sales agents, sales representatives, manufacturing, commercial, hospital or medical sites, in addition to leading the team of analysts, ensuring compliance with regulatory requirements in the process as well as adequate team performance. In addition, it must guarantee compliance with corporate procedures as well as product quality, customer satisfaction in addition to maintaining the quality system, while ensuring the profitability of the same process.

MAJOR RESPONSIBILITIES

• Provide daily direction to the local team of analysts responsible for processing complaints.
• Have a future-focused perspective to ensure that trends are ahead of trends.
• Managing the application of policies, procedures, and new product launches that impact the complaint processing department.
• Provide support as a complaint processing expert in internal and external audits. 
• Ensure that complaint records meet the appropriate requirements and ensure that the equipment is kept up to date with current obligations.
• Lead internal controls to ensure required performance compliance for the team in charge.
• Provide support when required in other functional areas of the PMQA department such as Intake or reporting. 
• Performer of quality activities such as CAPAs, internal audits, change control or procedures.
• Ensure the development of its staff in charge through the tools provided by the organization.
• Prepare and submit data related to product complaints.
• Ensure continuous improvement related to error control in data integrity through good documentation practices.

• University degree in technological careers, engineering, or with a scientific approach such as: chemistry, pharmacy, biology, microbiology.
• Advanced knowledge of the English language, at least B2+, C1 (preferred) of the European framework.
• Work experience of at least 3 years in the regulated medical device industry (GMPs) and quality, occupying a position at a technical or professional level.
• Work experience of at least 1 year supervising staff Experience in project execution
• Technical knowledge in regulations/standards: FDA 21 CFR part 803, 820, EU MDR, ISO 13485:2016 (Preferred)

At AbbVie, we are committed to cultivating a work culture that promotes inclusion, diversity and personal growth. We recognize that our collective success is based on the individual well-being of our employees and that is why
we have designed a benefits package with every aspect of their lives in mind.

• Enhanced Health and Wellness Coverage: Our administrative staff has comprehensive medical and dental insurance, ensuring peace of mind for you and your loved ones.
• Flexible Hybrid Work Model: For eligible positions within our administrative staff, we adopt a hybrid work scheme that allows you the convenience of teleworking for two days a week.
• Life Insurance: Secure your family's future with our life insurance policy.
• Educational Advancement: Invest in your future with our scholarship program available to employees and their
• dependents.
• Employee Assistance Program (EAP): Access professional support with our comprehensive EAP, which offers psychological, legal and financial counseling.
• Community and Social Commitment: Make a difference with a paid volunteer day, which allows you to contribute to the community during the company's working hours.
• Employee Stock Purchase Plan: Participate in our company's success by buying shares at a special price exclusive to employees.
• Solidarity Association: Join a community focused on mutual aid and enjoy the benefits that come with being a member. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html