Technician I, Remote Care

Abbott; Arecibo (PR); On-site; USD 18,000 - 34,000; Full time

Job summary

Abbott in Arecibo, Puerto Rico is seeking a Technician I, Remote Care for the second shift in a call center. You will handle inquiries from health care professionals, Abbott field personnel, and patients, providing remote care support under supervision.

Responsibilities include triaging calls, reporting product experiences, and adhering to FDA regulations. The role requires a high school diploma and is an on-site position with potential after-hours coverage.

Qualifications

• Bilingual English/Spanish required for customer interactions.
• Experience in customer service or product support preferred.
• Medical device support experience is a plus.

Responsibilities

• Answer inquiries about technical issues and complaints from callers using clear note-taking and reporting.
• Triage calls and seek guidance for further assistance as needed.
• Provide product support for remote care topics including website navigation, device setup, and troubleshooting.
• Participate in after-hours on-call support following procedures.
• Meet performance expectations and complete trainings/certifications.
• Comply with FDA and regulatory requirements and company policies.
• Maintain professional communication with all levels of staff and customers.
• Overtime may be required.

Skills

Bilingual English/Spanish

Customer service

Medical device support

Strong communication

Team player

Education

High school diploma

Associates or Bachelor's degree preferred

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.

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 will have access to :

• Career development with an international company where you can grow the career you dream of.
• 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

Become a Technician I, Remote Care at Abbott in Arecibo, Puerto Rico. As Technician I, Remote Care for the second shift, you will work in a call center environment under close and direct supervision on defined work assignments while following established procedures. You will exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.

What You’ll Do

• Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences.
• Triage calls and seeks guidance from other personnel for further assistance when appropriate.
• Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and approved troubleshooting for Abbott-proprietary remote care products.
• After-hours, "on call" support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.
• Consistently meet department’s performance expectations
• Complete required trainings and certifications, as needed.
• Comply with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
• Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy
• Maintain professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Within the department, works with other employees to maintain adequate availability for customer support.
• Perform other related duties and responsibilities, on occasion, as assigned. Overtime may be required.

Required Qualifications

• High school diploma is required. Associates and/or Bachelor’s Degree are preferred.
• Experience in a customer service, product support, IT, telecommunications or related role are preferred.
• Fully bilingual with verbal fluency in English and Spanish is required.
• This an on-site position.
• 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.
• Multitasks, to include active note-taking while on calls and supporting multiple callers at a time
• Prioritizes and meets deadlines in timely manner.
• Strong organizational and follow-up skills, as well as attention to detail.
• Ability to maintain regular and predictable attendance.

The base pay for this position is $13.18 - $25.02 per hour. In specific locations, the pay range may vary from the range posted.