Abbott Technical Services Specialist II in United States
Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.
The position of Technical Services Specialist II is within our ARDX Informatics located at Charlottesville, VA. This role will be responsible for addressing customer calls and emails of complex nature, relating to product inquiries, opinions/suggestions and complaints concerning a wide range of the company's products and/or product families, under the oversight of area management , using professional concepts, technical knowledge, and company’s strategies, tactics, and policies and procedures formulated in association with management, with the objective of satisfactorily addressing the customer's inquiry or complaint.
Field customer calls and emails and apply troubleshooting skills toassist customers with appropriate responses to product inquiries,opinions/suggestions, and complaints, using strategies and tactics formulatedby management.
Document cases in complaint handling system, using guidelines to ensurecomprehensive and quality documentation. Accuracy and readability of written work;complaint and CAPA records including customer communications, study plans,protocols and reports
Track and manage open cases and follow up with customers in a timelymanner.
Able to assess a customer complaint for Medical Device Reportingrequirements. Identify and escalate cases with potential regulatory actions.Advise management of significant product issues and unresolved customer issues.
Working knowledge of complaint handling and CAPA process in the contextof ISO13485, the US Code of Federal Regulations, and territory-specificregulations
Multi-task effectively to handle multiple priorities on daily basis. Use time management skills to be productiveand deliver positive, concrete results. Adapt to change readily.
Interface with manufacturers' product support investigative teams,vendors and field service providers re: case investigations and on-site servicecalls, acting to ensure appropriate and timely responses.
Interface with various internal groups (Engineering, Operations, QualityAssurance, Regulatory, field personnel, marketing) concerning product andcustomer service issues.
Participate in training of others.
Serve as resource for other specialists in addressing customer issuesbased on experience and knowledge.
May be assigned to evaluate call documentation for certain product and/orproduct issue, based on knowledge and performance.
Facilitate implementation of new and/or standardized processes andprograms.
Apply working knowledge of diagnostics on product and technical level.
Apply working knowledge of systems with software and hardware componentsin order to support products and services, as assigned.
Exerciseappropriate judgment in addressing issues and making recommendations.
Interact withcustomers and peers. Demonstrate strongservice orientation and focus, using skills in customer service methods andtechniques. Communicate effectively,professionally and respectfully. Buildproductive working relationships internally and externally.
Demonstrates commitment to the development,implementation and effectiveness of ARDx Quality Management System.
Responsible for exhibiting professional behaviorwith both internal/external business associates that reflects positivelyon the company and is consistent with the company’s policies andpractices.
Understands and is aware of the qualityconsequences which may occur from the improper performance of theirspecific job. Has awareness of device defects that may occur in their areaof responsibility, including product design, verification and validation,manufacturing and testing activities.
Perform other duties & projects as assigned.
BASIC QUALIFICATIONS | EDUCATION:
- BS/BA Required and/or 5 years of related IT/Quality/customersupport experience
Advanced degree preferred including five years related experience in customersupport.
Working knowledge of diagnostic industry on a clinical and technicallevel including knowledge of federalregulations related to clinical testing, diagnostics and medical deviceindustry, e.g. FDA, ISO 9001, ISO 13485.
Working knowledge of systems with software and hardware components.
Excellent troubleshooting skills.
Ability to work on issues of moderate scope where analysis of situationsor data requires a review of a variety of factors.
Display initiative in performing responsibilities and accomplishinggoals.
Exercises judgment using procedural guidelines and practices to determineappropriate actions and results.
Strong service orientation and focus, experience in customer servicemethods and techniques.
Excellent verbal and written communication skills, able to conveyappropriate information with clarity and effectiveness.
Demonstrated skills in carrying out responsibilities and goals with somedirection in an accurate, dependable manner.
Collaborate effectively, multi-task, deal with change, and deliver concreteand positive results.
Excellent computer skills including MS Office
An equalopportunity employer, Abbott welcomes and encourages diversity in ourworkforce.
We provide reasonable accommodation to qualified individuals with disabilities. To request an accommodation, please send an email to email@example.com
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 103,000 colleagues serve people in more than 160 countries.
Connect with us at www.abbott.com , on LinkedIn at www.linkedin.com/company/abbott-/ , 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 firstname.lastname@example.org