Technical Support Associate

JOB DESCRIPTION: 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 product distributed by Abbott ARDx through Infectious Diseases, Toxicology and the 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. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations. 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 analyzing 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 Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor. Support customers in different market time zones as required for the position. Education / Experience / Skills: Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required. Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints. Fluency in the language required for the role. People Skills Communication Clarity Positivity Adaptability Active listening Empathy Performance Management Management of Day-to-day workload Dashboard management & List view Management Team Management Problem Solving Teamwork and collaboration Technical Skills Technical Proficiency Process & Product Expertise System and Tools proficiency The base pay for this position is N/A In specific locations, the pay range may vary from the range posted. JOB FAMILY: Facilities & Maintenance DIVISION: IDEM ARDx Infectious Disease Emerging Markets LOCATION: Philippines > Taguig City : Five/Neo Building ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable 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. With a diverse, global network serving customers in more than 160 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. Follow Us: Facebook LinkedIn YouTube Twitter