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.• Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.• 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 requiredEDUCATIONHigh School DegreeExperience/Background+1 YearsExperience in a customer service, product support, IT, telecommunications, or related role.Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.This position is office basedFully Bilingual (English and Spanish) / RequiredExperience in the biotech, bio-instruments or medical devices industries ? Experience working in a broader enterprise/cross-division business unit model preferred.Administrative Shift
