Technical Call Center, Medical Technologist

Abbott • Irving, TX

5d • Onsite

About The Position

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Requirements

• Associates Degree
• 3 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.
• Must currently live in the Irving, TX area.

Responsibilities

• Provide remote technical support to customers and field personnel for diagnostic products, instruments, and assays.
• Troubleshoot, diagnose, resolve, and document both the issue and resolution of the issue.
• Serve as a first point of contact for diagnostics customers with instrument and / or assay issues.
• Develop customer relationships and enhance customer experience.
• Manage and resolve basic to moderately complex customer issues via remote technology such as instrument screen sharing and AbbottLink.
• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals and Knowledge Management.
• Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model.
• Utilize the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
• Demonstrate ability to recognize and document product performance trends within the quality system by using the Global Service Reports.
• Communicate with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e-mail, or instant messaging.
• Collaborate with team members and other support teams to ensure issue resolution.

Benefits

• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement.
• The Freedom 2 Save student debt program.
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree