Software Complaint Investigation Engineer

Overview

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 114,000 colleagues serve people in more than 160 countries.

Software Complaint Investigation Engineer

Conduct investigation on customer-reported software application issues to ensure the reliability and safety of medical device software products. Perform thorough testing of mobile and web applications according to procedures to replicate the issues and identify potential root causes when confirmed. Collaborate with various teams and key stakeholders to address existing issues and prevent future problems. Support as needed the development and implementation of continuous improvements for on-market products and overall processes by providing input based on learnings from investigations, ultimately enhancing the overall quality and performance of the products.

• Conduct investigation activities of complaints related to software applications (mobile and web apps), ensuring that the equipment is appropriately installed and maintained and that complaint investigations are completed according to procedures, in a timely manner, ensuring appropriate prioritization.
• Meet division goals for timeliness of complaint investigations and identify opportunities for improvement and/or better efficiencies in our investigation process.
• Ensure the accuracy, quality, and timeliness of the documentation of any activities carried out to meet objectives, including providing data requested by management, utilizing software applications, computers, and databases, in accordance with ADC requirements and applicable regulations.
• Support the development and establishment of investigation procedures and troubleshooting methodologies, replication strategies, and steps for more complex issues that will lead to consistent investigations.
• Develop metrics that assess the effectiveness of the complaints’ investigation process of software-related issues.
• Engage in effective verbal and written communications within the team and cross-functionally, including communicating trends and analysis to key stakeholders, and suggest changes to promote efficiency and improvements.
• Keep up to date with the development of new products and through collaboration with peers within the complaints team and across the business, support activities required for complaint readiness prior to product launch, including support for validation activities and post-launch sustaining.
• Monitor activities performed, reporting any adverse trends identified, including communication of emerging issues to management and relevant subject matter experts (SME), and participate in developing solutions as needed.
• Work effectively with other team members and managers at all levels in a manner that supports ADC core values and behaviors.
• When needed, handle multiple tasks effectively and efficiently in a team environment with minimal supervision.
• Support a work environment that ensures team effectiveness by ensuring support for fellow peers and other areas of the Complaint Handling Group to meet their objectives, in alignment with site/division priorities.
• Ensure the area of responsibility is audit-ready at all times and be the SME for the area of responsibility to support audit situations.
• Proactively recommend improvements in terms of efficiency, cost savings through complaint process improvements, and data quality, in line with Business Excellence initiatives.

• Bachelors Degree in Computer Science, Software Engineering, Information Technology, or similar, equivalent combination of education and work experience
• Minimum of 3 years of experience in Software Testing

• Experience in testing mobile/web applications (ideally in medical device industry).
• Experience in writing, implementing and following procedures.
• Experience in Good Manufacturing Practice (GMP).
• Experience working autonomously and with minimal supervision.
• Computer proficiency, with expert knowledge of software packages, including Word and Excel.

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Divisional Information

Medical Devices

General Medical Devices:
Our medical devices help more than 10,000 people have healthier hearts, improve quality of life for thousands of people living with chronic pain and movement disorders, and liberate more than 500,000 people with diabetes from routine…