Technical Support Specialist

Abbott Laboratories

Oct 12, 2024

Applications are closed

Job
Full-time
Mid Level
Customer Relations
Healthcare
Galway

Requirements

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 3 years 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.
Fluency in 2nd European language is required.
Demonstrates the application of advanced problem-solving methodologies, is detail-oriented, a critical thinker, and experienced at investigating and resolving complex issues.
Demonstrates an advanced understanding of the principles of good Technical writing.
Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook.
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.
Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead / Supervisor.
Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive and readily embraces change.
Self-starter possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities. Supporting different markets as needed.
Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to both customers and colleagues as necessary.

Responsibilities

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
Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to resolve.
Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
Communication of complaint investigation conclusions to customers through written reports and phone conversations
Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.
To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Support the Technical Support Team Lead / Supervisor in their designated country by fostering teamwork by organizing workload & escalating in country issues.
Support the team as SME for Product/Process/System and develop expertise in designated products.
Responsible for ensuring Hub training material is up to date on product updates/launches and training Hub team as needed.
Support customers in different market time zones as required for the position.

FAQs

What is the main focus of the Technical Support Specialist role at Abbott?

The main focus of the Technical Support Specialist role is to provide first line technical support to end users, distributors, and commercial teams for Abbott's products, while documenting complaints and inquiries and maintaining compliance with medical device and diagnostics regulations.

What qualifications are required for this position?

A minimum of a 3rd Level Certificate, Diploma, or Degree in a relevant discipline such as Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering is required.

How many years of experience is needed for this role?

A minimum of 3 years of experience in a medical/clinical environment or in a customer-facing support role in an associated industry is required.

Is fluency in another language required?

Yes, fluency in a 2nd European language is required.

What are the key responsibilities of the Technical Support Specialist?

Key responsibilities include receiving customer communications, troubleshooting complaints, documenting inquiries, managing group mailboxes, communicating investigation conclusions, and driving process improvements to enhance customer experience.

What type of work environment should I expect?

The role is primarily office-based, but a degree of flexibility is required, including the possibility of working in different market time zones.

Does the position contribute to process improvements?

Yes, the Technical Support Specialist is expected to continually evaluate and identify opportunities for process improvements that positively impact the customer experience.

What skills are important for success in this role?

Important skills include advanced problem-solving abilities, attention to detail, strong written and verbal communication skills, proficiency in MS Office applications, and the ability to adapt to changing priorities and work under pressure.

How does the working structure of the team look like?

The Technical Support Specialist will support the Technical Support Team Lead or Supervisor by organizing workloads, escalating issues, and sharing knowledge within the Technical Support team.

What role does technical writing play in this position?

The position requires an advanced understanding of good technical writing principles to effectively document complaints and communicate investigation conclusions to customers.

Abbott Laboratories

Science & Healthcare

Industry

10,001+

Employees

Mission & Purpose

At Abbott, we’re dedicated to helping people live more fully, in everything we do. We’re creating the future of healthcare through life-changing technologies that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love. With headquarters in north suburban Chicago, Abbott serves people in more than 160 countries with leading medical devices, diagnostics, nutrition products and branded generic medicines. More than 115,000 of us are helping millions of people to live better and healthier, every day around the world. Our employees do work that matters as part of a global community that supports them with career development opportunities and locally competitive benefits. Mission: We help people live better and healthier with our life-changing technologies. We're revolutionizing health with the most personal technologies, empowering people with the data and knowledge they need to help them live longer and better.