Remote Support Specialist at Abbott Pediatrics

Petaling Jaya, Selangor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

0.0

Posted On

10 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Troubleshooting, Clinical Laboratory Experience, Communication Skills, Problem Solving, Teamwork, Adaptability, Instrument Monitoring, Case Management, Technical Recommendations, Quality System, Customer Satisfaction, Multilingual Skills, Time Management, Proactive Analysis, Customer Relationship Management

Industry

Hospitals and Health Care

Description

JOB DESCRIPTION: Core job responsibilities: This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships. This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently. Communicate with customers (via phone,chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues. Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases. Record accurately information in the appropriate system and make sure to follow up with the “Off-hours” team and specific country team. The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction. Additional responsibilities include: Promoting the technical expertise of support personnel Promote customer adoption of contacting Remote support as troubleshooting first point of contact Instrument monitoring via dashboard visualization platform and provide a proactive call to customers Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime Core Job Responsibilities Responsible for implementing and maintaining the effectiveness of the quality system. The remote support specialist will play the following roles: Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided) Work with cross-functional teams to propose, recommend and provide resolution to issues. Level I & II support for customer’s problem resolution Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS. Key Performance Metrics Improve Customer satisfaction score (NPS) Improve Phone Resolution Rate Decrease Phone Abandon Rate Improve First Line Resolution Rate by reducing Dispatched. Service Tickets Compliance Education and experience: Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems) Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience. Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved. The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical. Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia) Candidate must also possess understanding of customer nuance and culture of the country supported Fluency in English is expected as trainings, documentation and ticketing are done in English Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region The base pay for this position is N/A In specific locations, the pay range may vary from the range posted. JOB FAMILY: Customer Service DIVISION: CRLB Core Lab LOCATION: Malaysia > Selangor : Imazium, No. 8, Jalan SS 21/37 ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: No MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter

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Responsibilities

The Remote Support Specialist is responsible for providing accurate and timely assistance regarding Abbott Diagnostics products and services. This role involves communicating with customers to address their technical inquiries and ensuring a high level of customer satisfaction.