Technical Call Center, Medical Technologist

About Abbott

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.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies 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 - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

• Qualified candidates must currently live in the Irving, TX area.
• This position will be primarily day shift with rotating weekends: days worked, and shift hours may vary depending on business needs. 
• Travel up to 5 %

What You’ll Work On

• 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

Required Qualifications

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

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $54,000.00 – $108,000.00. In specific locations, the pay range may vary from the range posted.

• technical support
• diagnostic products
• troubleshooting techniques
• customer relationship management
• interpersonal communication
• problem analysis
• ticket documentation
• quality system documentation
• remote technology support
• customer experience enhancement
• collaborative teamwork
• service excellence
• instrument screen sharing
• data analysis
• medical laboratory experience