Technical Call Center, Medical Technologist

Abbott Laboratories • Irving, TX

1d • $55,300 - $110,700 • Onsite

About The Position

This position will work 4 ten-hour shifts. Qualified candidates must currently live in the Irving, TX area. The shifts are Monday and Tuesday or Wednesday and Thursday 8:30am to 7:30pm, and Friday and Saturday 7:00pm to 5:00am. Travel up to 5% is required.

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

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

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

• 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
• 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