Technical Support Specialist Representative

2 months ago

Toronto, Canada Abbott Laboratories Full time

**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.

**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 will have access to:

- Career development with an international company where you can grow the career you dream of.
- 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**

This position is field based in Canada, in the Core Lab Division. We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

**What You’ll Do**

Daily
- Verify and confirm reported problem. Attempt to resolve over the phone, determine urgency and risks for each situation and communicate with appropriate individuals for corrective action.
- Co-ordinate and dispatch field support - FSE / TSS, when telephone troubleshooting cannot correct problem; and monitor and ensure timely on-site response.
- Reassign field support when initial dispatch call cannot meet customer expectations for timely on-site response or resolution to problem and keep CSC and Field Service Managers up to date on situations, which may require Management intervention.
- Identify and document using CMS Next any instrument, product and/or training issues that fail to report acceptable results or negatively impacts customer satisfaction.
- Ensure compliance with all relevant Operating Procedures for complaint handling and filing complaints.
- Respond to requests for technical support and maintain positive interaction with FSE’s, TSS’s, CSC, Product Specialists and Sales Force by distribution of technical material and troubleshooting guides.
- Identify and communicate unresolved problems to appropriate areas and help co-ordinate required resources for corrective action.
- Alert Service administration areas when account changes require updating CMS Next for instrument, contract or contact changes.

Weekly
- On a regular basis, review FSE and TMR schedules (daily, weekly and monthly) to assure effective use of Field resources to address problems.
- Help identify and manage flagged accounts and follow up until customer concerns are resolved. Update appropriate areas of the organization on a regular basis.
- Share information gained from FSE’s and WWCS (Worldwide Customer Support).
- Co-ordinate 2nd party service when required. (Monitors, printers, ADC in-service)
- Communicate information on new technical issues with appropriate areas of the organization.
- Keep specific technical reference material up to date for CSC common use.

Monthly
- Read and remain familiar with new product launches and changes to existing products.
- Keep CMS Next assigned follow up calls up to date.

**Required Qualifications**
- Bachelor’s Degree - Science, Medical, Lab Tech or Engineering.
- Three to five years related experience.
- Excellent communication and troubleshooting skills, an ability to work independently.
- Resourceful.
- Technical abilities.
- Bilingual French and English
- Work hours: Monday to Friday (12:00 pm to 9:00 pm)

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