Abbott Technical Support Representative in Irving, Texas
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 107,000 colleagues serve people in more than 160 countries
The key to successful treatment and full recovery is often fast, accurate diagnosis. Abbott’s life-changing tests and diagnostic tools provide insights that enable smarter, faster decisions and transform the way the world is managing health.
Our pioneering technology spans the world of healthcare operations — with medical diagnostic instruments, tests, automation and informatics solutions for hospitals, reference labs, blood centers, emergency departments, physician offices and clinics.
Our Irving, TX location currently has an opportunity for a Technical Support Representative to provide remote technical support to customers and field personnel for diagnostic products, instruments and assays. This role is to troubleshoot, diagnose, resolve, and document both the issue and resolution of the issue. This role serves as a first point of contact for diagnostics customers with instrument and / or assay issues. The representative is also responsible for developing customer relationships and enhancing customer experience.
What You’ll Do
Manage and resolve complex customer issues via remote technology such as instrument screen sharing, predictive alerts, LogIC, and Abbottlink.
Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals, Knowledge Management, and LogIC.
Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model.
Utilizes the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
Demonstrate ability to recognize and document product performance trends within the quality system by using the Global Service Reports.
Communicates with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e-mail, or instant messaging.
Collaborates with team members and other support teams to ensure issue resolution.
Education And Experience You’ll Bring
Bachelor's Degree in Medical Technology
At least 5 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:
Training and career development , with onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial performance and history of being actively involved in local communities
*Learn more about our benefits that add real value to your life to help you live fully: * www.abbottbenefits.com at http://www.abbottbenefits.com/pages/candidate.aspx
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com at http://www.abbott.com/ , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email email@example.com