Technical Support Specialist (Mandarin-Bilingual)

Thornton Tomasetti; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Abbott Philippines in Taguig is seeking a Technical Support Specialist to provide advanced first-line support for ARDx products across multiple business units. You will document complaints, manage inquiries, and ensure compliance with medical device and post-market surveillance requirements while delivering expert guidance by phone, email and web tools.

This role requires 3+ years in a medical or customer-facing support environment, a relevant degree, and strong analytical, writing and

Qualifications

• 3rd Level certificate, diploma or degree in a relevant discipline.
• Minimum 3 years in a medical/clinical environment or customer-facing support role.
• Fluency in the language is required for the role.
• Advanced analytical problem-solving skills and ability to resolve complex technical issues.
• Strong technical writing and documentation skills.

Responsibilities

• Respond professionally to inbound customer calls and emails.
• Review and manage shared group mailboxes ensuring prompt action.
• Provide advanced first-level troubleshooting across designated product ranges.
• Document all complaints and inquiries per Quality System guidelines.
• Communicate investigation outcomes through reports and updates.
• Meet targets for response times, documentation quality, and KPI-based resolutions.
• Identify and support implementation of process improvements.
• Develop SME knowledge and share it with the Technical Support team.
• Support training for Hub teams and other colleagues as needed.
• Escalate country-specific issues and support workload organization.

Skills

Analytical problem solving

Technical writing

Communication skills

Independent workload management

Adaptability

Education

3rd Level degree in a relevant discipline

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

Job Description

The Technical Support Specialist provides advanced first-line technical support for Abbott Rapid Diagnostics (ARDx) products across the Infectious Diseases, Toxicology, Cardiometabolic, and Informatics business units. The Specialist documents and manages customer complaints and inquiries while ensuring full compliance with medical device and post-market surveillance regulations. This role delivers expert product guidance via phone, email, and web-based tools, resolving complex technical issues and enhancing overall customer experience.

Essential Duties and Responsibilities (Key Activities)

• Respond professionally to inbound customer calls and emails, ensuring a positive and supportive experience.
• Review, prioritize, and manage shared group mailboxes, ensuring all inquiries and complaints are actioned promptly and in line with procedures.
• Provide advanced first-level troubleshooting across designated product ranges, using strong analytical skills to identify root causes and guide customers toward resolution.
• Document all complaints and inquiries accurately in accordance with Quality System guidelines and regulatory requirements.
• Communicate investigation outcomes clearly through written reports and verbal updates.
• Meet defined targets for response times, documentation quality, and complaint resolution KPIs.
• Identify, recommend, and support implementation of process improvements that enhance team efficiency and customer satisfaction.
• Develop and maintain subject matter expertise (SME) in product specialties, supporting knowledge sharing across the Technical Support team.
• Act as SME for product, process, or system-related matters and provide specialized support to colleagues as required.
• Ensure training materials are updated for product launches and updates and support training for Hub teams.
• Support Technical Support Team Lead/Supervisor by organizing workload, fostering teamwork, and escalating country-specific issues when necessary.
• Support customers in various global time zones as required.

Dimensions – Education / Experience / Skills

Minimum Qualifications:

• 3rd Level Certificate, Diploma or Degree in relevant discipline (e.Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
• 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 is required for the role.
• Advanced analytical problem-solving skills and demonstrated ability to resolve complex technical issues.
• Strong technical writing skills with advanced understanding of documentation principles.
• Proficiency in MS Word, PowerPoint, Excel, and Outlook.
• Ability to manage workload independently, adapt to shifting priorities, and maintain performance in a fast-paced environment.
• Strong interpersonal, verbal, and written communication skills with ability to explain complex technical concepts.
• Self-starter with a proactive, positive mindset and ability to succeed in ambiguous or rapidly changing situations.

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

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)

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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