Technical Support Associate

abbott; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Abbott is seeking a Technical Support Associate in the Philippines (Taguig City) to provide first-line technical support for Abbott ARDx products across Infectious Diseases, Toxicology, and Cardiometabolic units. You'll handle inbound calls and emails, document issues, and guide customers through troubleshooting with a focus on timely resolutions.

You will preserve compliance with medical device post-market regulations, contribute to knowledge sharing within the ARDx team, and support customers

Qualifications

• Minimum 3rd Level Certificate, Diploma or Degree in relevant discipline (e.g. Science, Biomedical, Healthcare, Nursing, Engineering).
• Minimum 1-year experience in a medical/clinical environment or customer-facing support role.
• Fluency in the language required for the role.

Responsibilities

• Receive inbound customer calls and emails in a professional manner.
• Review and manage group mailboxes to action inquiries and complaints.
• Provide first level troubleshooting guidance across the designated product range.
• Document complaints and inquiries per guidelines for complete records.
• Communicate investigation conclusions to customers via reports and calls.
• Ensure responses meet KPIs for individuals, team and company.
• Identify opportunities to improve processes and customer experience.
• Develop product knowledge and share it within the ARDx team.
• Execute applicable Quality System processes.
• Maintain readiness to work remotely if required.

Skills

Communication Clarity

Positivity

Adaptability

Active listening

Empathy

Problem Solving

Teamwork

Technical Proficiency

Process & Product Knowledge

System and Tools proficiency

Education

3rd Level Certificate / Diploma / Degree in relevant discipline

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 Support Associate documents complaints and inquiries on product distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based 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.

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)

• Other duties as assigned

• 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.

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 1- year 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.

People Skills

• Communication Clarity

• Positivity

• Adaptability

• Active listening

• Empathy

Performance Management

• Management of Day-to-day workload

• Dashboard management & List view Management

Team Management

• Problem Solving

• Teamwork and collaboration

Technical Skills

• Technical Proficiency

• Process & Product Expertise

• System and Tools proficiency

The base pay for this position is

N/A

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

JOB FAMILY:

Facilities & Maintenance

DIVISION:

IDEM ARDx Infectious Disease Emerging Markets

LOCATION:

Philippines > Taguig City : Five/Neo Building

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable