Remote Support Specialist at Abbott

Selangor, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Diagnostics, Healthcare, Medical DevicesIndustries

Requirements

Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience
Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
Experience in providing level 1 and level 2 support and making technical recommendations
Excellent problem solving and communication skills
Ability to work in team-oriented environments, adaptability, and high initiative
Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia)
Understanding of customer nuance and culture of the country supported
Fluency in English (for trainings, documentation and ticketing)
Open to flexible staggered working hours due to time differences of supported countries/regions

Responsibilities

Provide accurate and timely assistance, technical information and advice regarding ADD products and services via customer calls, chat & mail to maintain and improve customer relationships
Take ownership of the customer experience, maintain composure & professionalism in difficult situations while working independently
Communicate with customers (via phone, chat & email) to answer enquiries, understand and answer technical questions, assess needs, and handle hardware, software and reagents issues
Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on outstanding cases
Record information accurately in the appropriate system and follow up with “Off-hours” team and specific country team
Apply clinical laboratory and technical knowledge to provide continual support services for customer satisfaction
Promote technical expertise of support personnel and customer adoption of Remote support as first point of contact
Perform instrument monitoring via dashboard visualization platform and provide proactive calls to customers
Perform proactive analysis using provided tools and assist in proving the concept of unplanned to planned instrument downtime
Implement and maintain the effectiveness of the quality system
Provide phone support and perform instrument monitoring from dashboard visualization platform (training provided)
Work with cross-functional teams to propose, recommend and provide resolution to issues
Provide Level I & II support for customer problem resolution
Improve Customer Net Promoter Score (NPS), phone resolution rate, first line resolution rate, service tickets compliance; decrease phone abandon rate

Skills

Key technologies and capabilities for this role

Customer SupportPhone SupportChat SupportEmail SupportTechnical TroubleshootingHardware KnowledgeSoftware KnowledgeReagents KnowledgeClinical LaboratoryCase ManagementInstrument MonitoringDashboard VisualizationQuality Systems

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, this is a remote position as indicated by the job title 'Remote Support Specialist' and references to remote services and support.

What education and experience are required?

Candidates need clinical laboratory experience with automated analyzers (preferably Abbott systems), 2-3 years of clinical laboratory practice, field application, and hardware/reagents troubleshooting. Required backgrounds include Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology/Human Biochemistry, or Bachelor of Science.

What are the key performance metrics for this role?

Key metrics include improving Customer satisfaction score (NPS), Phone Resolution Rate, First Line Resolution Rate by reducing Dispatched, decreasing Phone Abandon Rate, and Service Tickets Compliance.

What salary or compensation is offered?

This information is not specified in the job description.

What skills make a strong candidate for this role?

Strong candidates will have experience providing level 1 and level 2 support, making technical recommendations, clinical laboratory knowledge, and the ability to work independently while maintaining composure in difficult situations.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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