About Abbott
At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world - in nutrition, diagnostics, medical devices and branded generic pharmaceuticals - that create more possibilities for more people at all stages of life. Today, 113,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
Abbott Galway
Abbott in Galway serves as the international hub for Abbott's Rapid Diagnostics business, which delivers annually more than 2 billion tests. As the global leader in point-of-care diagnostics, Abbott offers the broadest portfolio of best-in-class rapid tests, services, and handheld devices across all healthcare settings: the lab, the clinic, remote healthcare outposts, retail outlets, the patient's bedside and at home. Our industry-leading near patient tests and services are unmatched across key health and therapeutic areas, including: infectious disease, cardiometabolic & informatics, toxicology and consumer diagnostics.
One of the key functions in Galway is Global Business Services, which provides number of shared services activities across finance, purchasing, quality, technical and customer services for Europe, Middle East and Africa (EMEA). Various global and EMEA commercial and operational management teams across our infectious disease and cardiometabolic businesses are also based in Galway, overseeing the supply of millions of rapid tests from HIV to diabetes to COVID-19, to patients in many regions across the world.
Position Summary
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world. The Technical Support Associate documents complaints and inquiries on product distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and e-mail. Technical support assists the customer by providing guidance on the products intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations
Responsibilities
- Receive inbound Customer calls and email communications and address in a professional and friendly manner
- Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
- Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution
- Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
- Communicate complaint investigation conclusions to customers through written reports and phone conversations
- Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
- Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
- Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
- Execute applicable Quality System processes
- Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
- Other duties as assigned
- Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.
- Support customers in different market time zones as required for the position.
Knowledge Skills & Experience
- 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
- Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
- Fluency in German language is a requirement for the role.
