Technician I

Jobtailor; Arecibo (PR); On-site; USD 32,000 - 52,000; Full time

Job summary

Abbott in Arecibo, Puerto Rico, seeks a bilingual customer support specialist to handle technical inquiries related to remote care products. You will document product experiences, triage calls, and provide after-hours support while complying with FDA regulations and company policies.

You will collaborate with field personnel, maintain patient data privacy, and meet performance targets in a fast-paced, matrixed environment. On-site work in Arecibo is required.

Qualifications

• High school diploma is required.
• Fully bilingual with verbal fluency in English and Spanish is required.
• Experience in a customer service, product support, IT, telecommunications or related role is preferred.
• Medical device technical support experience is preferred.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Ability to leverage and/or engage others to accomplish projects.
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
• Ability to multitask, including active note-taking while on calls and supporting multiple callers at a time.
• Ability to prioritize and meet deadlines in a timely manner.
• Strong organizational and follow-up skills, as well as attention to detail.
• Ability to maintain regular and predictable attendance.
• Ability to comply with FDA and other regulatory requirements.
• Ability to work second shift and provide rotating after-hours on-call support.
• Ability to work on-site in Arecibo, Puerto Rico.

Responsibilities

• Answer inquiries regarding technical issues, complaints, and adverse events by identifying and collecting caller information
• Accurately and thoroughly document callers’ product experiences through active note-taking
• Triage calls and seek guidance from other personnel when appropriate
• Support website navigation, mobile devices, telecommunications connectivity, information, setup, and approved troubleshooting for Abbott remote care products
• Provide rotating after-hours on-call support and troubleshoot with customers and Abbott field personnel
• Meet department performance expectations
• Complete required trainings and certifications as needed
• Comply with FDA regulations, other regulatory requirements, Abbott policies, procedures, and work instructions
• Protect patient data privacy and maintain accurate product experience reporting
• Communicate and collaborate professionally with employees, customers, contractors, and vendors
• Maintain adequate department availability for customer support
• Perform other related duties as assigned; overtime may be required

Skills

Bilingual English And Spanish

Customer Service Experience

Medical Device Technical Support

FDA Compliance

Active Note-Taking

Technical Support

Telecommunications

Multitasking

Attention To Detail

Problem-Solving

Team Collaboration

Strong Verbal Communication

Written Communication

Education

High school diploma

Tools

Remote Care Products

Website Navigation

Mobile Devices

Job description

• Answer inquiries regarding technical issues, complaints, and adverse events by identifying and collecting caller information
• Accurately and thoroughly document callers’ product experiences through active note-taking
• Triage calls and seek guidance from other personnel when appropriate
• Support website navigation, mobile devices, telecommunications connectivity, information, setup, and approved troubleshooting for Abbott remote care products
• Provide rotating after-hours on-call support and troubleshoot with customers and Abbott field personnel
• Meet department performance expectations
• Complete required trainings and certifications as needed
• Comply with FDA regulations, other regulatory requirements, Abbott policies, procedures, and work instructions
• Protect patient data privacy and maintain accurate product experience reporting
• Communicate and collaborate professionally with employees, customers, contractors, and vendors
• Maintain adequate department availability for customer support
• Perform other related duties as assigned; overtime may be required

Requirements

• High school diploma is required
• Fully bilingual with verbal fluency in English and Spanish is required
• Experience in a customer service, product support, IT, telecommunications or related role is preferred
• Medical device technical support experience is preferred
• Ability to work in a highly matrixed and geographically diverse business environment
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment
• Ability to leverage and/or engage others to accomplish projects
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
• Ability to multitask, including active note-taking while on calls and supporting multiple callers at a time
• Ability to prioritize and meet deadlines in a timely manner
• Strong organizational and follow-up skills, as well as attention to detail
• Ability to maintain regular and predictable attendance
• Ability to comply with FDA and other regulatory requirements
• Ability to work second shift and provide rotating after-hours on-call support
• Ability to work on-site in Arecibo, Puerto Rico

Core Competencies

Demonstrates expertise in customer service and technical support for medical devices, with a strong emphasis on compliance with FDA regulations and effective communication in both English and Spanish. Capable of multitasking and maintaining attention to detail while providing after-hours support.

Highest-signal resume keywords

• Bilingual English And Spanish
• Customer Service Experience
• Medical Device Technical Support
• FDA Compliance
• Active Note-Taking

ATS Optimization Keywords

Hard Skills

• Technical Support
• Product Support
• Telecommunications
• Active Note-Taking
• Multitasking
• Attention To Detail
• Organizational Skills
• Deadline Management

Soft Skills

• Strong Verbal Communication
• Written Communication
• Team Collaboration
• Problem-Solving

Certifications & Qualifications

• Required Trainings

Industry Keywords

• FDA Regulations
• Patient Data Privacy
• Adverse Events
• Product Experience Reporting

Tools & Technologies

• Remote Care Products
• Website Navigation
• Mobile Devices