Technical Services Associate
hace 3 semanas
**Position Summary**
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.
**Abbott Rapid Dx **North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.
**Duties and Responsibilities**
- 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 analysing 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
**Required 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.
- Fluency in English
**Preferred Qualifications**
- Minimum 1-year experience required working in a medical/clinical environment or in customer facing support role in an associated industry and being capable of providing excellent customer experience with challenging technical complaints
- Demonstrates an understanding of the requirements of 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.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
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