Technician I, Remote Care

Abbott; Pleasanton (CA); Remote; USD 100,000 - 125,000; Full time

Job summary

Abbott is seeking a Remote Care Technician I for its Heart Failure Division in Pleasanton. The role involves providing technical support for medical equipment, troubleshooting failures and ensuring the highest level of customer satisfaction. Candidates should have clinical experience and strong customer service skills, with a commitment to quality and accountability.

Benefits

Medical coverage in Health Investment Plan

Retirement savings plan with high employer contribution

Tuition reimbursement program

Qualifications

• Minimum 2 years clinical or lab experience.
• Experience in a medical environment preferred.
• Ability to work in a fast-paced, changing environment.

Responsibilities

• Provide technical and applications support for Division capital equipment.
• Resolve escalated customer issues and conduct root cause analysis.
• Document and update all support calls in the appropriate system.

Skills

Customer service experience

Technical support

Education

Bachelor's Degree

Tools

MS Word

Excel

Outlook

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 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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 forfree medical coverage in ourHealth Investment Plan (HIP) PPOmedical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Pleasanton, California location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.

The Remote Care Technician I Provides technical, and applications support for Division capital equipment systems to customers and Division staff. Efficientlyand effectively provide troubleshooting to patients, clinics and field services personnel. Ensures human capital utilization isbalanced in the most cost-effective manner in accordance with established budgets, policies, procedures and qualitystandards. Represents Technical Services in areas related to the quality system at product division levels in complainthandling, failure investigation, trend analysis, and tracking of quality actions in compliance with plans. Seeking candidateswho will meet and exceed customer expectations by striving for the greatest possible reliability and quality in our products,processes and systems through accountable, competent, and professional support.

What You’ll Work On

• Answer internal and external clinical and technical questions via phone and email.
• Develop a hypothesis of the root causeof a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure.
• Provide feedback to customer or Division personnel involved.
• Use information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system.
• Resolve escalated customer issues where known or typical solutions cannot resolve problem. Identify and implementthe most effective and cost-efficient means for resolution.
• Determine when to deploy field service support and/orequipment to customer location.
• Provide clinical applications / software support to customers at the point of care. Assists the customer with clinical /software questions and problems during procedures involving Division capital equipment systems. Records software /application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
• Design, develop, and implement content and materials for Technical Services training programs for employees in theTechnical Services department.
• Participate in the technical and clinical training of new employees. Updates educationprograms on a continuous basis.
• Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during supportsituations and in classroom situations during regularly scheduled classes.
• Document, update, and complete all calls in the appropriate call support system.
• Send repair / replacement parts to customers and creates field service work orders when appropriate.
• Provide input for technical bulletins, procedures, work instructions, and best practices for technical support of Divisioncapital equipment products.
• Support all company initiatives as identified by management and in support of Quality Management Systems (QMS),
  Environmental Management Systems (EMS), and other regulatory requirements.
• Comply with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies,operating procedures, processes, and task assignments.
• Maintain positive and cooperative communications andcollaboration with all levels of employees, customers, contractors, and vendors.
• Regularly scheduled overtime is a requirement of this position

Required Qualifications

• Minimum 2 years of clinical or lab experience working with medical systems.
• Superior customers experience.
• An equivalent combination of education and workexperience.

Preferred Qualifications

• Bachelor’s Degree.
• Strong oral, written, and computer (MS Word, Excel, Outlook) skills.
• Customer service experience in a medical environment.
• Experience working in a broader enterprise/cross-division business unit model 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, changingenvironment.
• Ability to leverage and/or engage others to accomplish projects.
• Strong verbal and written communications with ability to effectively communicate atmultiple levels in the organization.
• Multitasks, 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.

Apply Now

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.

The base pay for this position is

$22.30 – $44.60/hour

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Support Services

DIVISION:

HF Heart Failure

LOCATION:

United States > Pleasanton : 6101 Stoneridge Dr

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdfEEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf