Technical Call Center, Medical Technologist

Abbott • Irving, TX

1d • 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.

Requirements

• Associate’s degree
• 3 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.

Nice To Haves

• Medical Technician

Responsibilities

• 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

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

What This Job Offers

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