Abbott Bilingual Technical Support Rep - Contract - GTA or New Brunswick in Mississauga, Canada

JOB DESCRIPTION:

Primary Job Function:

Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability. Provide premium customer technical support through the Call Center, utilizing automated systems and tools via the phone and other communications media to the satisfaction of Area/Country customers and clients. Go above and beyond to respond to customer needs and identify proactive monitoring opportunities, by partnering with sales, marketing, quality and other functional areas while adhering to current compliance guidelines.

Must be bilingual (French/English).

Core Job Responsibilities:

  • Drive customer loyalty by providing remote technical support according to the service agreement or segmentation using exceptional interpersonal and communication skills

  • Delight our customers by troubleshooting, documenting, dispatching, escalating, following up and closing calls using the call registration system, adhering to ADD quality system

  • Respond to remote support alerts to proactively monitor and reduce unplanned downtime and service cost

  • High level of customer service is necessary while providing technical assistance.

  • Reinforce and ensure customers take responsibility for maintenance and initial troubleshooting of instrumentation

  • Successfully achieve the established business metrics including service sales, cost of service, NPS customer satisfaction and key performance indicators

  • Proactively improve expertise through continuous learning and certifications

Qualifications:

  • Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred.

  • Troubleshooting/problem solving, ability to succeed in team situations and excel independently,

  • Effective customer service skills preferably in a medical diagnostics environment.

  • Computer skills (Word, Excel, Power Point, Internet, Remote Computing (e.g. VPN, remote troubleshooting etc.)

  • Effective communication skills and strongly demonstrated interpersonal skills.

  • Must be bilingual (French/English)

JOB FAMILY:

Support Services

DIVISION:

ADD Diagnostics

LOCATION:

Canada > Mississauga : 7115 Millcreek Drive

ADDITIONAL LOCATIONS:

Canada > New Brunswick : Remote

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 150 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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