Technical Support Specialist 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. In Ireland, Abbott employs over 6,000 people across ten sites, with six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford, and Sligo.
JOB DESCRIPTION: Position Summary
The Technical Support Specialist documents complaints and inquiries on products distributed by Abbott ARDx through Infectious Diseases, Toxicology, Cardiometabolic, and Informatics business units. The role provides first-line technical support to end users, distributors, and commercial teams via phone, web-based tools, and e-mail. Technical support assists the customer by providing guidance on the products' intended use and addressing specific user issues while maintaining compliance with medical device and diagnostics post-market surveillance regulations.
Essential Duties and Responsibilities Receive inbound customer calls and email communications and address them in a professional and friendly manner. Review, prioritize, and manage group mailboxes to ensure all inquiries and complaints are actioned. Maintain the ability to comply with the business continuity plan (i.e., work remotely if required). Provide first-level support in troubleshooting customer complaints across the designated product range. Document complaints and inquiries using the appropriate guidelines and procedures. Communicate complaint investigation conclusions to customers through written reports and phone conversations. Resolve and address any complaints or inquiries within the targets described within the key performance indicators. Evaluate and identify opportunities to drive process improvements that positively impact the customer experience. Develop and maintain areas of expertise in product specialisms required for the role. Support the Technical Support Team Lead/Supervisor by fostering teamwork and organizing workload. Ensure Hub training material is up to date on product updates/launches. Support customers in different market time zones as required for the position. Education / Experience / Skills Minimum Qualifications: 3rd Level Certificate, Diploma, or Degree in a relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering). Minimum 3 years of experience in a medical/clinical environment or customer-facing support role. Fluency in a 2nd European language is required. Demonstrates advanced problem-solving methodologies, is detail-oriented, and experienced at investigating complex issues. Demonstrates an advanced understanding of the principles of good technical writing. Computer literate; proficient in MS Word, PowerPoint, Excel, and Outlook. Strong written and verbal communication skills. Ability to take ownership, organize workload, and change priorities quickly. Proven ability to function in a self-directed environment. Effective communicator, both articulate and verbally presentable. Connect with us Visit us at www.abbott.com or https://www.ie.abbott/.
The base pay for this position is N/A. In specific locations, the pay range may vary from the range posted.
JOB FAMILY: Support Services
DIVISION: ID Infectious Disease
LOCATION: Ireland > Galway : Parkmore East Business Park
WORK SHIFT: Ie - 37.5Hst0 (Ireland)
TRAVEL: Not specified
MEDICAL SURVEILLANCE: No
SIGNIFICANT WORK ACTIVITIES: Not Applicable
About Us Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more.
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