Abiomed is seeking a dynamic manager to lead our 24x7 Clinical Support Center (CSC). You will manage a team of seasoned Impella specialists. The team’s primary responsibility is to assist callers to our 800 support number with wide range of clinical and product related questions and request.  The CSC is an integral piece of our overall strategy to provide world class customer service and best-in-class product experience for users of our Impella line of heart pumps used in hospitals across the globe.  

The role is based in our Danvers, MA facility and will directly manage a team of 8 full-time members located throughout the US.

Responsibilities:

• Plan, direct and oversee the daily operations of the Clinical Support Center.
• Manage staff of field and corporate based CSC team members
• Schedules and assign shifts
• Oversees outside vendors
• Compile weekly reports, including but not limited to safety issues, quality concerns and training needs identified by nature and frequency of the calls; assist with audits, and analysis of trends.
• Assure the CSC is staffed and equipped to handle future growth.
• Audit and maintain teams SalesForce® reporting responsibilities to ensure cases entry is accurate and complete.
• Develop the CSC into a comprehensive and pro-active patient support resource for Abiomed field team and physicians/nurses
• Depending on background, the CSC manager will also be an active member of the CSC and will be considered to be a “player coach”, obtaining product certification and staff call center shifts as needed.  
• Transition CSC from field based to corporate  based staff 

Qualifications:

• 8 years of management experience, preferably in the cardiovascular space.
• Call center experience a plus
• Salesforce Report generation
• Basic Excel analytics
• Experience in developing and implementation of customer service initiatives
• Ability to gain cooperation of others and lead team members
• Demonstrated critical thinking in fast paced environment 
• Ability to exercise judgment in selecting, methods, techniques, and evaluation criteria for obtaining results.
• Ability to communicate ideas and information clearly, effectively, and frequently (oral and written)
• Proficient in Microsoft Office Suite and other computer programs

ABIOMED is an Equal Employment Opportunity/Affirmative Action employer.  We are committed to the policy of providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability or national origin.