Technical Support Associate - German

Abbott; Berlin; Vor Ort; EUR 35.000 - 45.000; Vollzeit

Zusammenfassung

A global healthcare company is seeking a Technical Support Associate in Berlin. This role involves providing first-line technical support and managing inquiries related to diagnostic products. The ideal candidate should have a qualification in the relevant field and at least 1 year of experience in a customer support role, along with fluency in German. Responsibilities include troubleshooting, documentation, and ensuring compliance with healthcare regulations.

Qualifikationen

• Fluency in German is required.
• At least 1 year of experience in a medical/clinical environment or customer support role.

Aufgaben

• Handle inbound customer calls and emails professionally.
• Provide first-level troubleshooting support.
• Document complaints and inquiries accurately.
• Identify opportunities for process improvements.

Kenntnisse

Customer service

Technical troubleshooting

Communication

Process improvement

Ausbildung

3rd level qualification in Science, Biomedical, Healthcare or related field

Jobbeschreibung

About Abbott

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world in nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, creating more possibilities for more people at all stages of life. Today, 113,000 of us are working to help people live not just longer, but better, in over 150 countries.

Abbott Galway

Abbott in Galway serves as the international hub for Abbott's Rapid Diagnostics business, delivering over 2 billion tests annually. As the global leader in point-of-care diagnostics, Abbott offers a broad portfolio of rapid tests, services, and handheld devices across healthcare settings: labs, clinics, remote healthcare outposts, retail outlets, bedside, and at home. Our industry-leading near-patient tests and services excel in areas including infectious disease, cardiometabolic & informatics, toxicology, and consumer diagnostics.

In Galway, the Global Business Services team provides shared services across finance, purchasing, quality, technical, and customer services for EMEA. Various management teams oversee the supply of rapid tests for HIV, diabetes, COVID-19, and more, supporting patients worldwide.

Position Summary

The Technical Support Associate documents complaints and inquiries related to Abbott ARDx products across Infectious Diseases, Toxicology, and Cardiometabolic & Informatics units. The role provides first-line technical support to end users, distributors, and commercial teams via phone, web, and email, guiding users on product use and resolving issues while ensuring compliance with medical device and diagnostics regulations.

Responsibilities

1. Handle inbound customer calls and emails professionally and courteously.
2. Review and manage group mailboxes to ensure timely response to inquiries and complaints.
3. Provide first-level troubleshooting support by analyzing issues and asking relevant questions.
4. Document complaints and inquiries accurately following guidelines.
5. Communicate investigation findings to customers through reports and calls.
6. Address complaints within specified timelines to meet KPIs.
7. Identify opportunities for process improvements to enhance team performance and customer experience.
8. Develop expertise in product areas and share knowledge within the team.
9. Follow applicable Quality System procedures.
10. Maintain ability to work remotely if needed.
11. Perform other duties as assigned.
12. Take responsibility for daily tasks and report risks to team leads.
13. Support customers across different time zones as required.

Knowledge, Skills & Experience

• 3rd level qualification (Certificate, Diploma, Degree) in Science, Biomedical, Medical Transcription, Healthcare, Nursing, Engineering, or related field.
• At least 1 year of experience in a medical/clinical environment or customer support role in a related industry.
• Fluency in German is required.