Technical Service Associate

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Job description

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 109,000 colleagues serve people in more than 160 countries.

Technical Services Associate

Orlando

Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis, and treatment of a range of health conditions.

Abbott's life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. We're empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott's diagnostics instruments, providing lab results for millions of people.

Our location in Orlando currently has an opportunity for a Technical Services Associate.

The position…..

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.

Abbott Rapid Dx North America, LLC's Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Associate, Technical Product Support documents complaints and inquiries on product distributed by Abbott ARDx in North and South America. The role provides first Level trouble shooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues. While maintaining compliance to medical device and diagnostics post-market surveillance regulations in all activities.

Duties and Responsibilities

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  Receive inbound Customer calls and email communications and address in a professional and friendly manner
  
  
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  Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
  
  
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  Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to support resolution
  
  
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  Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
  
  
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  Communicate complaint investigation conclusions to customers through written reports and phone conversations
  
  
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  Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
  
  
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  Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
  
  
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  Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
  
  
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  Execute applicable Quality System processes
  
  
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  Maintain ability to comply with business continuity plan (i.e. Work remotely)
  
  
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  Other duties as assigned
  
  

Key Position Competencies

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  Functional/Technical Skills
  
  
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  Problem Solving
  
  
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  Written Communications
  
  
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  Customer Focus
  
  
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  Composure
  
  
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  Interpersonal Savvy
  
  
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  Listening
  
  
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  Dealing with Ambiguity
  
  

Minimum Qualifications

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  Must be able to work 1st Shift or 2nd Shift (Department hours 7am to 8pm)
  
  
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  Must demonstrate the application of advanced problem-solving methodologies, is detail-oriented, a critical-thinker, and experienced at investigating and resolving complex issues
  
  
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  Must demonstrate an advanced understanding of the principles of good Technical writing
  
  
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  Must be computer literate; proficient in MS Word, PowerPoint, Excel, and Outlook
  
  
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  Must have strong written and verbal communication skills
  
  
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  Must be able to take ownership, organize workload and change priorities quickly
  
  
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  Must assume responsibility and accountability for daily tasks and highlight any risks to Supervisor
  
  

Education & Experience

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  Minimum 1-year experience required working in a medical/clinical environment or in customer facing support role in an associated industry and being capable of providing excellent customer experience with challenging technical complaints
  
  
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  AA/AS degree required in a relevant discipline i.e. Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering or science discipline
  
  
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  Fluency in Spanish or Portuguese (Brazilian) is required for the support of Latin America territories
  
  
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  Fluency in French Canadian is required for the support of the Canadian territory
  
  

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

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  A fast-paced work environment where your safety is our priority
  
  
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  Production areas that are clean, well-lit, and temperature-controlled
  
  
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  Training and career development, with onboarding programs for new employees and tuition assistance
  
  
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  Financial security through competitive compensation, incentives, and retirement plans
  
  
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  Health care and well-being programs including medical, dental, vision, wellness, and occupational health programs
  
  
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  Paid time off
  
  
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  401(k) retirement savings with a generous company match
  
  
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  The stability of a company with a record of strong financial performance and a 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:

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.

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