Support Specialist

October 10

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Abbott

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Healthcare Insurance • Biotechnology • Pharmaceuticals

Abbott is a global healthcare company committed to advancing medical technologies and improving lives around the world. It offers a broad range of leading products in diagnostics, medical devices, nutrition, and branded generic medicines. Abbott's innovations such as the FreeStyle Libre glucose monitoring systems and BinaxNOW rapid antigen tests are transforming diabetes management and COVID-19 response. Through its partnerships and initiatives, Abbott aims to foster health equity, improve access to healthcare, and address critical health challenges like malnutrition and infectious diseases. Abbott is also dedicated to sustainability and social responsibility, striving to make life-changing technologies accessible and affordable.

10,000+ employees

Founded 1888

⚕️ Healthcare Insurance

🧬 Biotechnology

💊 Pharmaceuticals

📋 Description

• Provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships. • Take ownership of the customer experience and maintain composure & professionalism in difficult situations while working independently. • Communicate with customers (via phone, chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. • Understand hardware, software and reagents issues. • Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases. • Record accurately information in the appropriate system and make sure to follow up with the “Off-hours” team and specific country team. • Apply clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction. • Promote customer adoption of contacting Remote support as troubleshooting first point of contact • Perform proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime. • Responsible for implementing and maintaining the effectiveness of the quality system.

🎯 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. • Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia) • Candidate must also possess understanding of customer nuance and culture of the country supported • Fluency in English is expected as trainings, documentation and ticketing are done in English • Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region.

🏖️ Benefits

• Not Applicable