Remote Support Specialist at Abbott

Selangor, Malaysia

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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
Experience 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 supported country
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, and email
Take ownership of the customer experience, maintain composure and professionalism in difficult situations, and work independently
Communicate with customers to answer enquiries, understand and resolve technical questions, assess needs, and handle hardware, software, and reagents issues
Apply established procedures, use 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 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
Conduct 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 (training and guidance provided)
Work with cross-functional teams to propose, recommend, and provide resolutions to issues
Deliver level I & II support for customer problem resolution
Improve Customer Net Promoter Score (NPS), phone resolution rate, first line resolution rate, and service tickets compliance while decreasing phone abandon rate

Skills

Key technologies and capabilities for this role

Customer SupportTechnical TroubleshootingClinical LaboratoryInstrument MonitoringDashboard VisualizationCase ManagementPhone SupportChat SupportEmail SupportHardware TroubleshootingSoftware TroubleshootingReagents KnowledgeQuality 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 responsibilities involving 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 practice including field application, hardware, and reagents troubleshooting. Required backgrounds include Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology/Human Biochemistry, or Bachelor of Science.

What are the key responsibilities of this role?

The role involves providing phone, chat, and email support for ADD products, instrument monitoring via dashboard, troubleshooting hardware/software/reagents issues, case management, and working with cross-functional teams to resolve customer problems while improving NPS and resolution rates.

What performance metrics will be 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.

What makes a strong candidate for this position?

Strong candidates will have 2-3 years of clinical laboratory practice, experience with Abbott systems, level 1 and 2 support skills, and the ability to provide technical recommendations for customer issue resolution.

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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