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, 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

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.

Dimensions – Education / Experience / Skills

Minimum Qualifications: 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 the language required for the role.

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.