Technical Call Center, Medical Technologist

Abbott Laboratories; Irving (TX); On-site; USD 55,000 - 111,000; Full time

Benefits offered by this job

Free medical coverage

Retirement plan with employer contrib.

Tuition reimbursement

Education benefits (FreeU)

Job summary

Abbott Laboratories in Irving, TX is seeking a Technical Support Representative to remotely assist diagnostics customers and field personnel with instruments and assays. You will troubleshoot, diagnose, and document issues, while building strong customer relationships.

The role requires an Associate’s Degree and 3 years in a medical laboratory environment or diagnostic product experience. Shift pattern includes 4 ten-hour shifts with nights, and travel up to 5%.

Qualifications

• Associates Degree required.
• 3 years of experience in medical labs, field service, or diagnostic product work.

Responsibilities

• Provide remote technical support for diagnostic products and instruments.
• Troubleshoot, diagnose, and document issues and resolutions.
• Serve as the first point of contact for instrument and assay problems.
• Develop customer relationships and enhance customer experience.
• Collaborate with Sales, Field Service, Global Service Support, and Quality teams.

Education

Associate's Degree

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

• Qualified candidates must currently live in the Irving, TX area.
• This position will work 4 ten-hour shifts
• Monday and Tuesday or Wednesday and Thursday 8:30am to 7:30pm
• Friday and Saturday 7:00pm to 5:00am
• Travel up to 5 %

What You’ll Work On

• Technical Support Representatives provide remote technical support to customers and field personnel for diagnostic products, instruments, and assays.
• This role is to troubleshoot, diagnose, resolve, and document both the issue and resolution of the issue.
• This role serves as a first point of contact for diagnostics customers with instrument and / or assay issues.
• The representative is also responsible for developing customer relationships and enhancing customer experience.Manage and resolve basic to moderately complex customer issues via remote technology such as instrument screen sharing and AbbottLink.
• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals and Knowledge Management
• Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model
• Utilize the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
• Demonstrate ability to recognize and document product performance trends within the quality system by using the Global Service Reports.
• Communicate with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e-mail, or instant messaging.
• Collaborates with team members and other support teams to ensure issue resolution

Required Qualifications

• Associates Degree
• 3 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $55,300.00 – $110,700.00. In specific locations, the pay range may vary from the range posted.