Technical Support Specialist - Medical Diagnostics

Abbott; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Abbott is seeking a Technical Support Specialist in the Philippines to provide advanced first-line support for ARDx products across multiple units. The role involves documenting inquiries, guiding customers to resolution, and ensuring compliance with medical device regulations.

You will troubleshoot complex technical issues, manage inquiries across time zones, and contribute to process improvements while maintaining high levels of customer satisfaction.

Qualifications

• A 3rd level certificate, diploma or degree in a relevant discipline.
• At least 3 years of experience in a medical/clinical environment or customer-facing support role.
• Fluency in the required language.
• Advanced analytical problem-solving skills.
• Strong technical writing and documentation skills.
• Proficiency in MS Word, PowerPoint, Excel, and Outlook.

Responsibilities

• Respond professionally to inbound customer calls and emails, ensuring a positive experience.
• Review, prioritize, and manage shared group mailboxes according to procedures.
• Provide advanced first-level troubleshooting across designated product ranges with root-cause analysis.
• Document all complaints and inquiries in line with Quality System guidelines and regulatory requirements.
• Communicate investigation outcomes clearly through written reports and updates.
• Meet targets for response times, documentation quality, and KPI metrics.
• Identify and support process improvements to boost efficiency and customer satisfaction.
• Develop SME knowledge in product specialties and share knowledge within the team.
• Act as SME for product/process matters and provide specialized support as needed.
• Ensure training materials are updated for new product launches and updates.

Skills

Analytical thinking

Technical writing

MS Office proficiency

Customer communication

Education

3rd level certificate or higher in a relevant discipline

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

Abbott is seeking a Technical Support Specialist in the Philippines to provide advanced first-line support for ARDx products across multiple units. The role involves documenting inquiries, guiding customers to resolution, and ensuring compliance with medical device regulations.

You will troubleshoot complex technical issues, manage inquiries across time zones, and contribute to process improvements while maintaining high levels of customer satisfaction.