Remote Support Specialist at Abbott

Selangor, Malaysia

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Diagnostics, 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 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)
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 teams
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 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 SupportTechnical SupportClinical LaboratoryHardware TroubleshootingSoftware TroubleshootingReagents KnowledgeInstrument MonitoringDashboard VisualizationCase ManagementPhone SupportChat SupportEmail Support

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, this is a remote position as part of the Abbott Diagnostics Remote Services and Support team.

What education and experience are required for this role?

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

What are the key responsibilities of the Remote Support Specialist?

Responsibilities include providing phone, chat, and email support for technical issues with hardware, software, and reagents; instrument monitoring via dashboard; case management; and working with cross-functional teams to resolve issues while improving customer NPS.

What performance metrics will this role be measured on?

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

What salary or compensation is offered for this position?

This information is not specified in the job description.

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