Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION:
** PLEASE NOTE: This is not an active open requisition. We are building a candidate slate for a future opening**
Product support specialist- Medical device- Abbott Point of Care (APOC) /Associate Technical Support Specialist
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:
- Career development with an international company where you can grow the career you dream of.
- Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
- An excellent retirement savings plan with a high employer contribution
- Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
The position of Associate Technical Support Specialist is within our Abbott Point of Care (APOC) Division based out of Princeton, NJ location.
As an Associate Technical Support Specialist, you'll be providing direct support to internal and external customers on the business portfolio of products. Requires capacity to understand specific needs or requirements to apply skills/knowledge. Responsible for responding to inquiries and complaints of a technical nature.
Abbott Point of Care is a global leader in providing critical medical diagnostic and informatics products for rapid blood analysis that are intuitive, reliable, and cost-effective. Our i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making as well as optimize resource utilization for our customers and the patients that they serve. The i-STAT System has the industry’s most comprehensive menu of tests in a single, with-patient platform, including tests for respiratory, metabolic, coagulation, hematology, glucose, and cardiac function. By delivering lab-quality results in minutes, on just a few drops of blood, our i-STAT System fosters a collaborative, patient-centered environment while driving improved operational performance.
What you'll work on
- It's a Technical support position.
- Works under limited supervision.
- Applies and uses product knowledge.
- Requires the capacity to understand specific client needs or technical requirements in order to resolve or escalate technical problems.
- Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
- Answer inbound customer calls and email communications; address them in a timely, professional and courteous manner.
- Respond to simple and intermediate customer inquiries via multimedia channels; analyze complaints; diagnose probable causes; systematically eliminate alternatives; provide troubleshooting solutions; educate as appropriate; follow up as necessary.
- Responsible for implementing and maintaining the effectiveness of the Quality System; document complaints by Quality standards.
- Recognize and communicate trends in product issues and their impact on customers.
- Work cross-functionally to support organizational goals.
- Participate in on-call activities as scheduled; this is during weekends and holidays.
- Other duties and responsibilities as assigned.
- Follow all EHS rules and procedures applicable to your department. Report any EHS incidents, unsafe acts, and conditions promptly to the supervision.
- Support of the department through administrative and tactical execution of specific tasks as communicated by the department manager.
- Contribute to department goals. Facilitation/resolution of internal and external customer technical concerns.
EDUCATION AND EXPERIENCE YOU’LL BRING IN:
Required:
- High school diploma
- Minimum 2 years of work experience to develop the competence to meet the skills and responsibilities of the position.
Preferred:
- Associate or bachelor’s degree in chemical, biological, engineering or laboratory science/medical technology science preferred.
- Prior experience working in the clinical laboratory as a medical lab technician or medical technologist; 0-2 years clinical or medical lab experience preferred.
- Prior customer support skills preferred.
- Ability and aptitude to determine methods of addressing customer concerns and issues in real-time.
- Strong customer-focus orientation and skill set; ability to assimilate complicated technical information; independent decision-making skills in critical, fast-paced settings.
- Basic problem-solving and troubleshooting skills.
- Adequate technical writing skills
- Ability to convey communications clearly, concisely, and accurately.
- Ability to work independently and in groups.
- Ability or aptitude to use various types of databases and other computer software to complete tasks.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
$28.95 – $57.85/hour
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Support Services
DIVISION:
APOC Point of Care
LOCATION:
United States > Princeton : 2 Research Way
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
No
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf
