Product support specialist-Medical device, Abbott Point of care-

Found in: Talent US C2 - 1 week ago

Princeton, United States Abbott Full time

The Opportunity

The position of Associate Technical Support Specialist is within our Abbott Point of Care (APOC) Division based out of Princeton, NJ location. 

As an Associate Technical Support Specialist, you'll be providing direct support to internal and external customers on the business portfolio of products. Requires capacity to understand specific needs or requirements to apply skills/knowledge. Responsible for responding to inquiries and complaints of a technical nature.

Abbott Point of Care is a global leader in providing critical medical diagnostic and informatics products for rapid blood analysis that are intuitive, reliable, and cost-effective. Our i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making as well as optimize resource utilization for our customers and the patients that they serve. The i-STAT System has the industry’s most comprehensive menu of tests in a single, with-patient platform, including tests for respiratory, metabolic, coagulation, hematology, glucose, and cardiac function. By delivering lab-quality results in minutes, on just a few drops of blood, our i-STAT System fosters a collaborative, patient-centered environment while driving improved operational performance. 

What you'll work on

It's a Technical support position. Works under limited supervision. Applies and uses product knowledge. Requires the capacity to understand specific client needs or technical requirements in order to resolve or escalate technical problems. Responsible for compliance with applicable Corporate and Divisional Policies and procedures. Answer inbound customer calls and email communications; address them in a timely, professional and courteous manner. Respond to simple and intermediate customer inquiries via multimedia channels; analyze complaints; diagnose probable causes; systematically eliminate alternatives; provide troubleshooting solutions; educate as appropriate; follow up as necessary. Responsible for implementing and maintaining the effectiveness of the Quality System; document complaints by Quality standards. Recognize and communicate trends in product issues and their impact on customers. Work cross-functionally to support organizational goals. Participate in on-call activities as scheduled; this is during weekends and holidays.  Other duties and responsibilities as assigned. Follow all EHS rules and procedures applicable to your department. Report any EHS incidents, unsafe acts, and conditions promptly to the supervision. Support of the department through administrative and tactical execution of specific tasks as communicated by the department manager. Contribute to department goals. Facilitation/resolution of internal and external customer technical concerns.

EDUCATION AND EXPERIENCE YOU’LL BRING IN:

Required: 

High school diploma Minimum 2 years of work experience to develop the competence to meet the skills and responsibilities of the position.

Preferred: 

Associate or bachelor’s degree in chemical, biological, engineering or laboratory science/medical technology science preferred. Prior experience working in the clinical laboratory as a medical lab technician or medical technologist; 0-2 years clinical or medical lab experience preferred. Prior customer support skills preferred. Ability and aptitude to determine methods of addressing customer concerns and issues in real-time. Strong customer-focus orientation and skill set; ability to assimilate complicated technical information; independent decision-making skills in critical, fast-paced settings. Basic problem-solving and troubleshooting skills. Adequate technical writing skills Ability to convey communications clearly, concisely, and accurately. Ability to work independently and in groups. Ability or aptitude to use various types of databases and other computer software to complete tasks.

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