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Technical Support Specialist

3 months 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.

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 Specialist documents complaints and inquiries on product 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, webbased

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.

Essential Duties and 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

· Maintain ability to comply with business continuity plan (i.e. Work remotely if required)

· Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the

appropriate questions to resolve.

· Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.

· Communication of complaint investigation conclusions to customers through written reports and phone conversations

· Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.

· Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.

· To continually 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 role; sharing and expanding knowledge within the ARDx Technical Support team.

· Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.

· Support the Technical Support Team Lead / Supervisor in their designated country by fostering teamwork by organizing workload & escalating in country issues.

· Support the team as SME for Product/Process/System and develop expertise in designated products.

· Responsible for ensuring Hub training material is up to date on product updates/launches and training Hub team as needed.

· 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 3 years 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.

· Demonstrates the application of advanced problem-solving methodologies, is detail-oriented, a criticalthinker,

and experienced at investigating and resolving complex issues

· Demonstrates an advanced understanding of the principles of good Technical writing.

· Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook

· Fluency in German required

· Strong written and verbal communication skills

· The role is office based but a degree of flexibility is required.

· Ability to take ownership, organize workload and change priorities quickly

· Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support

Team Lead / Supervisor.

· Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive

and readily embraces change.

· Self-starter possesses flexibility and ability to work under pressure in a fast-changing environment and

ambiguous situations with shifting priorities. Supporting different markets as needed.

· Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to

both customers and colleagues as necessary.