**Main responsibilities**:- Answers inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callers' product experiences.- Documents patient and clinic system complaints by preparing Field Contact Reports (FCR's) and forwarding them to the Product Performance Group.- Answers calls from hospital's staff when a patient presents in an emergency room indicating they have an Abbott implanted pacer or defibrillator- Pulls up patient tracking information for a given device and takes down all contact information for the calling hospital (facility name, city, state, zip, phone, and location in the emergency room)- Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for Abbott-proprietary remote care products.- After-hours, "on call" support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.- Consistently meets department's performance expectations- Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.- Adheres to Abbott company policies, operating procedures and work instructions, including time management, attendance,- product experience reporting, and patient data privacy.- Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.- Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.- Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers,- contractors, and vendors. Within the department, works with other employees to maintain adequate availability for- customer support.- Perform other related duties and responsibilities, on occasion, as assigned. Overtime may be required**Education**:- High School Degree**Experience/Background****:- _+1 Years_- Experience in a customer service, product support, IT, telecommunications, or related role.- Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.- Fully Bilingual (English and Spanish)**Preferred Qualifications & Education**- Experience in the biotech, bio-instruments or medical devices industries- Experience working in a broader enterprise/cross-division business unit model preferred**Shift: Administrative****This position is **office based
