Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.
The Technical Support Associate documents complaints and inquiries on product distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and e-mail. Technical support assists the customer by providing guidance on the products intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations.
Essential Duties and Responsibilities (Key Activities)
Receive inbound Customer calls and email communications and address in a professional and friendly manner
Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution
Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
Communicate complaint investigation conclusions to customers through written reports and phone conversations
Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
Execute applicable Quality System processes
Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
Other duties as assigned
Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.
Support customers in different market time zones as required for the position.
Dimensions – Education / Experience / Skills
Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
Demonstrates an understanding of the requirements of Technical writing.
Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
Fluency in a second language is a distinct advantage
Strong written and verbal communication skills
The role is office based but a degree of flexibility is required.
Ability to take ownership, organize workload and change priorities quickly.
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