Technical Call Center, Medical Technologist

Abbott • Irving, TX

1d • $55,300 - $110,700 • Onsite

About The Position

Technical Support Representatives provide remote technical support to customers and field personnel for diagnostic products, instruments, and assays. This role is to troubleshoot, diagnose, resolve, and document both the issue and resolution of the issue. This role serves as a first point of contact for diagnostics customers with instrument and / or assay issues. The representative is also responsible for developing customer relationships and enhancing 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. Collaborates with team members and other support teams to ensure issue resolution.

Requirements

• Associates Degree
• 3 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.

Responsibilities

• Provide remote technical support to customers and field personnel for diagnostic products, instruments, and assays.
• Troubleshoot, diagnose, resolve, and document issues and their resolutions.
• 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.
• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques.
• Utilize technical information such as Operation Manuals and Knowledge Management.
• Engage with customers to resolve issues using the Achieving Service Excellence model.
• Utilize the ticket documentation system to ensure all meaningful data is captured.
• Recognize and document product performance trends within the quality system.
• Communicate with peers, including Sales, Field Service, Global Service Support, and Quality.
• Collaborate with team members and other support teams to ensure issue resolution.

Benefits

• Employees can qualify for 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 and FreeU education benefit

What This Job Offers

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