Technical Support AssociateApply locations Ireland - Galway time type Full time posted on Posted Yesterday job requisition id 31102858
JOB DESCRIPTION:About Abbott 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 113,000 colleagues serve people in more than 160 countries.
Abbott serves the Irish market with a diverse range of healthcare products including diagnostics, medical devices, and nutritionals products. In Ireland, Abbott employs over 6,000 people across ten sites. We have six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford, and Sligo and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations, and shared services in Dublin and Galway. We have been operating in Ireland since 1946.
Abbott Galway Abbott in Galway serves as the international hub for Abbott's Rapid Diagnostics business, which delivers annually more than 2 billion tests. As the global leader in point-of-care diagnostics, Abbott offers the broadest portfolio of best-in-class rapid tests, services, and handheld devices across all healthcare settings: the lab, the clinic, remote healthcare outposts, retail outlets, the patient's bedside, and at home. Our industry-leading near patient tests and services are unmatched across key health and therapeutic areas, including: infectious disease, cardiometabolic & informatics, toxicology, and consumer diagnostics.
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. The Technical Support Associate documents complaints and inquiries on products distributed by Abbott ARDx in the EMEA and APAC region. The role provides first line technical support to end users, distributors, and commercial teams via phone, web-based tools, and e-mail. EMEA/APAC technical support assists the customer by providing guidance on the product's intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance with medical device and diagnostics postmarket surveillance regulations.
Key Responsibilities Receive inbound customer calls and email communications and address them in a professional and friendly mannerReview, prioritize, and manage group mailboxes to ensure all inquiries and complaints are actionedProvide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolutionDocument complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the recordsCommunicate complaint investigation conclusions to customers through written reports and phone conversationsResolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team, and the companyContinually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experienceDevelop and maintain areas of expertise in product specialties required for the role; sharing and expanding knowledge within the ARDx Technical Support teamExecute applicable Quality System processesMaintain ability to comply with business continuity plan (i.e. Work remotely if required)Assume responsibility and accountability for daily tasks and highlight any risk to Technical Support Team Lead/Supervisor.Support customers in different market time zones as required for the position.Other duties as assignedEducation & Experience Minimum Qualifications: 3rd Level Certificate, Diploma, or Degree in relevant discipline ideally Science - Chemistry / Biology, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.Minimum 1-year experience working in a medical/clinical environment or in a customer-facing support role in an associated industry and being capable of providing excellent customer experience with challenging technical complaints is desirable but not essential for this roleKey Skills Demonstrated problem-solving skillsDemonstrated understanding of the requirements of Technical writing.Computer Literate; proficient in MS Word, PowerPoint, Excel, and OutlookFluency in a second language is a distinct advantageStrong written and verbal communication skillsAbility to take ownership, organize workload, and change priorities quicklyThe base pay for this position is N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Operations Quality
DIVISION:ID Infectious Disease
LOCATION:Ireland > Galway : Parkmore East Business Park
ADDITIONAL LOCATIONS:WORK SHIFT:Ie - 37.5Hst0 (Ireland)
TRAVEL:No
MEDICAL SURVEILLANCE:No
SIGNIFICANT WORK ACTIVITIES:Not Applicable
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