Senior Product Complaint Supervisor Coyol

Additional Locations: Costa Rica-Coyol

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At our company, we value diversity and believe it is our greatest strength. We are committed to empowering women, supporting the LGBTQ+ community, and creating opportunities for individuals with disabilities. Our belief is that your diversity enriches our work environment. As an equal opportunity employer, we wholeheartedly welcome applications from all qualified candidates, regardless of their background. Additionally, we have a Gender Equality Policy that reflects our commitment to fairness and equality in the workplace.

Hybrid Roles:

Boston Scientific's hybrid workplace includes Working From Home and onsite. You will have the opportunity to discuss details in the interview. 

About the role

Responsible for providing leadership to a team of Post-Market Quality Technicians & Quality Engineer(s) at the NM Coyol Complaint Investigation Site (CIS) that directly support complaint product investigations of RF products including capital equipment. The result of investigations by this team can be used to escalate product issues in collaboration with other Post Market functions, R&D, Design Assurance, Operations, Supplier Management, and Medical Safety.  One of the key focuses of this position will be to maintain Operational Excellence and developing Quality Technicians & Quality Engineer(s) to identify actionable outcomes of product investigations as early as possible. 

You will be identifying, coordinating, and assigning project priorities based on business and department objectives.  Responsible for identifying and implementing continuous improvements to improve product performance and complaint processes.  Will help develop and maintain a robust CIS training program. 

Your responsibilities include:

• Providing leadership to a team of Quality Technicians & Quality Engineer(s) to champion departmental or cross-functional initiatives.  This includes providing direction, coaching, and mentoring to technical team personnel as well as providing guidance on daily work priorities to improve product performance.
• Creating a robust training plan/curriculum for all technicians/engineers
• Creating a pipeline of future hires thru advance planning for talent and onboarding of suitable interns
• Owning and maintaining all departmental SOPs/WIs
• Fostering excellent cross functional communications and collaboration with other functions (Decon. team, CMS, CCC, Sales Support, Patient Care, R&D, Mfg site, others).
• Conducting regular staff and 1-on-1 meetings with direct reports
• Conducting end continuous performance reviews and career development discussions with direct reports
• Implementing a staffing plan by identifying resource requirements, writing justifications for additional personnel, obtaining approval for changes, and coordinating the selection process with Human Resources
• Assigning relevant trainings to new hire and provide them with technical guidance as needed
• Overseeing effective execution of complaint management WIP and adjusting workloads to maintain green metrics.
• Being responsible for all CIS related metrics
• Maintaining the CIS lab and its equipment as needed
• Actively working with all other CIS locations to ensure effective implementation of best practices.
• Focusing on continuous improvement by championing and fostering the execution of projects within the local and Global Post Market organizations
• Fostering a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives
• Reviewing and approving timecards for hourly employees
• Conducting annual performance reviews and recommending compensation adjustments annually based on performance demonstrated
• Demonstrating a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures

Required Qualifications:

Minimum Qualifications

• Bachelor’s degree with an Engineering or Science background with 5+ years of relevant experience
• Demonstrated results-oriented focus
• Demonstrated problem-solving & data analysis capabilities
• Proficient with Microsoft Office tools including Word, Excel, PowerPoint, and Outlook
• Good verbal and written communication skills
• Ability to multi-task and be adaptive
• English Language 80%
• Please submit Resume in English

Preferred Qualifications

• 5 years of Supervisory experience
• Experience in Medical Device industry

• Knowledge of analytical techniques, problem solving, continuous improvement programs, and statistical analysis
• Self-motivated with the ability to identify improvement opportunities
• Efficiently present performance and issues to peer and senior management audiences
• Familiarity with Post Market requirements and systems

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Requisition ID: 605136

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination, and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.