Technical Support Associate

Technical Support Associate

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.

The Technical Support Associate documents complaints and inquiries on product distributed by Abbott ARDx in North and South America. The role provides first level trouble shooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues. While maintaining compliance to medical device and diagnostics post-market surveillance regulations in all activities.

Duties and 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
• 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

Core Competencies:

• People Skills
• Communication Clarity
• Positivity
• Adaptability
• Active listening
• Empathy

Performance Management:

• Management of Day-to-day workload
• Dashboard & List View management

Team Management:

• Problem Solving
• Teamwork and collaboration

Technical Skills:

• Technical proficiency
• Process & Product Expertise
• System and Tools proficiency

Minimum Qualifications:

• Must be able to work 1st Shift or 2nd Shift (Department hours 7am to 8pm)
• 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, organise workload and change priorities quickly
• Assume responsibility and accountability for daily tasks and highlights any risk to Team lead/Supervisor.

Education & Experience:

• 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
• AA/AS degree required in a relevant discipline i.e. Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering or science discipline
• Fluency in Spanish or Portuguese (Brazilian) is required for the support of Latin America territories
• Fluency in French Canadian is required for the support of the Canadian territory