Technical Services Specialist (Mandarin-Bilingual)

Abbott; Philippines; On-site; PHP 335,000 - 670,000; Full time

Job summary

Abbott is seeking a responsive Technical Support professional to provide first-line assistance for ARDx infectious disease and related diagnostics products in the Philippines. You will handle inbound calls and emails, guide users through troubleshooting, document issues, and ensure timely resolution in line with quality and regulatory requirements.

The role is office-based with potential for remote work as needed.

Qualifications

• 3rd level certificate, diploma or degree in a relevant discipline such as Science, Biomedical, Medical Transcription, Healthcare Services, Nursing or Engineering.
• At least 1 year of experience in a medical/clinical environment or customer-facing support role.
• Demonstrates problem-solving, detail-orientation and ability to resolve complex issues.
• Understanding of technical writing requirements.
• Proficient in MS Word, PowerPoint, Excel and Outlook.

Responsibilities

• Handle inbound customer calls and email communications professionally.
• Review, prioritize and manage group mailboxes to action inquiries and complaints.
• Provide first level troubleshooting for product issues across designated product range.
• Document complaints using guidelines to ensure complete and accurate records.
• Communicate investigation conclusions to customers in reports and calls.
• Resolve inquiries within KPI timelines for individuals, team and company.
• Identify opportunities to improve processes and customer experience.
• Develop knowledge within ARDx technical support team and share with colleagues.
• Execute applicable Quality System processes.
• Maintain ability to work remotely if required.
• Assume responsibility for daily tasks and flag risks to team lead.
• Support customers in different market time zones as required.

Skills

Customer support

Technical troubleshooting

Communication

MS Office

Education

Science

Biomedical

Medical Transcription

Healthcare Services

Nursing

Engineering

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

JOB DESCRIPTION:

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 SupportAssociatedocuments complaints and inquiries on product distributed by Abbott ARDxthrough Infectious Diseases, Toxicology and theCardiometabolic and Informaticsbusiness units.The role provides first line technical support to end users, distributors and commercial teams via phone, web-basedtoolsand e-mail.Technical supportassiststhe customer by providing guidance on the products intendeduseandaddressingspecific user issues. The team carries out its responsibilities whilemaintainingcompliancetomedical device and diagnostics post-market surveillance regulations.

Essential Duties and Responsibilities (Key Activities)

• 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 theappropriate questionsto support resolution

• Document complaints and inquiries using theappropriate guidelinesand 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 withinthe target timelines described within the key performance indicators for individuals, theteamand the company

• Continually evaluate andidentifyopportunities to drive process improvements that positivelyimpactteam performance and customer experience

• Develop andmaintainareas of expertise in product specialtiesrequiredfor role; sharing and expanding knowledge within theARDxTechnical Support team

• Execute applicable Quality System processes

• Maintain ability tocomply withbusiness continuity plan(i.e.Work remotely ifrequired)

• Other duties as assigned

• Assume responsibility and accountability for daily tasks andhighlightsany risk to Technical Support Team Lead/Supervisor.

• Support customers in different market time zones asrequiredfor the position.

Dimensions – Education / Experience / Skills

• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant disciplinei.e.but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering disciplinerequired.

• Minimum1-yearof experience required working in a medical/clinical environment or in customer facing support role in an associated industry andbecapable of providing excellent customer experience with challenging technical complaints.

• Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues

• Demonstrates an understanding of the requirements ofTechnicalwriting.

• Computer Literate; proficient in MS Word, PowerPoint,Exceland Outlook

• Fluency in the Mandarin Languageis a distinct advantage

• Strong written and verbal communication skills

• The role is officebasedbut a degree of flexibility isrequired.

• Ability to take ownership, organizeworkloadand change priorities quickly.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Operations Quality

DIVISION:

ID Infectious Disease

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)