APAC Technical Support is one of several Technical Support Groups that has been strategically placed around the globe. APAC deals with complaints and enquiries on product distributed by Abbott ARDx in the Asia Pacific Region. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and email. APAC technical Support assist 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 (e.g. US FDA 21 CFR Part 803 / 820, ISO 13485, EU MDR) in all activities

Primary Responsibilities and Duties

•    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 as per procedures.

•    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.

•    Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.

•    Communication of 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.

•    To 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

Requirements

•    Minimum Qualifications: 3rd Level Certificate, Diploma or bachelor’s degree (BS) in relevant discipline i.e. Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.

•    The individual will have a minimum of 2-3-years’ experience 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 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

•    Fluency in a second language – Japanese

•    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 Team lead. 

•    Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive and readily embraces change.

•    Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.