Remote Support Specialist at Abbott

Selangor, Malaysia

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, DiagnosticsIndustries

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
Experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved
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 (as trainings, documentation and ticketing are done in English)
Open to flexible staggered working hours due to time difference of supported countries/region

Responsibilities

Provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after customer interactions (phone, chat, email) to maintain and improve customer relationships
Take ownership of the customer experience, maintain composure and professionalism in difficult situations while working independently
Communicate with customers 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 appropriate systems and follow up with “Off-hours” team and specific country team
Apply clinical laboratory and technical knowledge to provide continual support services ensuring 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 concept of unplanned to planned instrument downtime
Implement and maintain the effectiveness of the quality system
Provide phone support and instrument monitoring (training and guidance 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

Phone SupportChat SupportEmail SupportHardware TroubleshootingSoftware TroubleshootingReagents KnowledgeClinical LaboratoryInstrument MonitoringDashboard VisualizationCase ManagementQuality Systems

Questions & Answers

Common questions about this position

What education and experience are required for the Remote Support Specialist role?

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

Is this Remote Support Specialist position remote?

Yes, this is a remote position within Abbott Diagnostics Remote Services and Support team.

What are the key responsibilities of the Remote Support Specialist?

Responsibilities include providing phone, chat, and email support for ADD products, instrument monitoring via dashboard, troubleshooting hardware/software/reagents issues, case management, and improving customer NPS through quality support.

What makes a strong candidate for this Remote Support Specialist position?

Strong candidates have 2-3+ years of clinical laboratory experience, proficiency in level I & II support, technical troubleshooting of lab systems/hardware/reagents, and experience providing technical recommendations to resolve customer issues.

What performance metrics are used for this role?

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

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.

Land your dream remote job 3x faster with AI

Try Jobo Free