Technical Support Associate

2 days ago

Galway, Ireland Abbott Full time

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 product distributed by Abbott ARDx in 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 assist 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 postmarket surveillance regulations.


Key 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) 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.  Other duties as assigned


Education & 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 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 role

Key Skills

Demonstrated problem solving skills Demonstrated an understanding of the requirements of Technical writing. Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook Fluency in a second language is a distinct advantage Strong written and verbal communication skills Ability to take ownership, organize workload and change priorities quickly 

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