Abbott is looking for a Remote Care Technician I to join its Heart Failure Division. In this role, you will provide critical technical and applications support for our capital equipment systems, directly assisting customers and field personnel. You’ll be a key representative for Technical Services within our quality system, handling complaints, failure investigations, and trend analysis.
What You'll Do
- Answer internal and external clinical and technical questions via phone and email.
- Develop a hypothesis for failure root cause, generate a working solution, and implement it for immediate repair.
- Use field information to diagnose system failures and perform root cause analysis to order parts for field service repair.
- Resolve escalated customer issues where standard solutions are insufficient.
- Determine when to deploy field service support or equipment to a customer location.
- Provide clinical applications and software support to customers at the point of care.
- Assist customers with clinical and software questions during procedures involving our capital equipment.
- Record software and application anomalies for feedback to R&D groups.
- Design, develop, and implement content for Technical Services training programs.
- Participate in the technical and clinical training of new employees.
- Provide technical and clinical instruction to customers and employees, both in support situations and in scheduled classes.
- Document, update, and complete all calls in the appropriate support system.
- Send repair or replacement parts to customers and create field service work orders as needed.
- Provide input for technical bulletins, procedures, work instructions, and best practices.
- Support all company initiatives related to Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
- Comply with U.S. FDA regulations, other regulatory requirements, and company policies.
- Maintain positive and cooperative communication with all levels of employees, customers, contractors, and vendors.
What We're Looking For
- Bachelor's Degree (± 16 years) in a technical field, with an emphasis on electrical or hardware engineering preferred.
- An equivalent combination of education and work experience.
Nice to Have
- Minimum 2 years of clinical or lab experience working with medical systems.
- Customer service experience in a medical environment.
- Experience working in a broader enterprise or cross-division business unit model.
- Ability to work in a highly matrixed and geographically diverse business environment.
- Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
- Ability to leverage and/or engage others to accomplish projects.
Technical Stack
- MS Word
- Excel
- Outlook
Team & Environment
Works within the Heart Failure Division.
Benefits & Compensation
- Career development with an international company.
- 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 the FreeU education benefit.
- Compensation: $22.30 – $44.60/hour
Work Mode
This is an onsite position located in Pleasanton, California.
Abbott is an Equal Opportunity Employer, committed to employee diversity.
