Abbott Laboratories Inc is seeking a Remote Support Specialist to join its Diagnostics Remote Services and Support team. In this role, you will deliver timely technical assistance and information regarding Abbott Diagnostics Division products and services. You’ll take ownership of the customer experience by resolving inquiries and troubleshooting issues through multiple channels.
What You'll Do
- Provide assistance, technical information, and advice regarding Abbott Diagnostics Division products and services before, during, and after customer calls, chats, and mail.
- Communicate with customers via phone, chat, and email to answer inquiries, understand technical questions, and assess needs.
- Understand hardware, software, and reagent issues and apply established procedures to solve technical problems.
- Accurately record information in case management systems and follow up with off-hours and country-specific teams.
- Apply clinical laboratory and technical knowledge to provide continual support services that ensure customer satisfaction.
- Promote customer adoption of contacting Remote Support as the first point of contact for troubleshooting.
- Perform instrument monitoring via a dashboard visualization platform and initiate proactive calls to customers.
- Perform proactive analysis using provided tools to help transition unplanned instrument downtime to planned maintenance.
- Work with cross-functional teams to propose, recommend, and provide resolution to issues.
- Provide Level I & II support for customer problem resolution.
- Improve Customer Net Promoter Score through quality support and customer satisfaction.
What We're Looking For
- Clinical laboratory experience and use of laboratory automated analyzers, preferably Abbott systems.
- Minimum 2-3 years of clinical laboratory practice, field application for laboratory systems, or hardware and reagent troubleshooting experience.
- Study background in Biomedical Engineering, Bachelor in Clinical Laboratory, Master in Biology/Human Biochemistry, or Bachelor of Science.
- Experience providing level 1 and level 2 support and making technical recommendations to resolve customer issues.
- Excellent problem-solving and communication skills.
- Ability to work independently and maintain composure and professionalism in difficult situations.
- Ability to work in team-oriented environments, with adaptability and high initiative.
- Understanding of customer nuance and culture of the country being supported.
- Fluency in English, as training, documentation, and ticketing are conducted in English.
- Openness to flexible staggered working hours due to time differences in the supported countries/region.
Nice to Have
- Knowledge of additional languages such as Thai, Tagalog, Mandarin, or Bahasa Indonesia.
Team & Environment
You will be part of the Remote Services and Support team, collaborating with cross-functional teams to deliver solutions and support.
Work Mode
This is a local-country role based at the office in Imazium, No. 8, Jalan SS 21/37, Selangor, Malaysia.
Abbott Laboratories is an equal opportunity employer.
