**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