Technical Service Specialist

1 week ago

Toronto, Ontario, Canada Abbott Laboratories Full time
About Abbott Laboratories

Abbott Laboratories is a global healthcare leader that creates breakthrough science to improve people's health. We anticipate changes in medical science and technology, driving innovation and growth.

Working at Abbott Laboratories

At Abbott Laboratories, you can do work that matters, grow, and learn. You'll have access to:

  • Career development with an international company where you can grow your career.
  • 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 prioritizes diversity, working mothers, female executives, and scientists.
The Opportunity

This position is field-based in Ontario, Canada, within the Core Lab Division. We empower smarter medical and economic decision-making to help transform the way people manage their health at all stages of life.

We run over 10 million tests daily on our diagnostics instruments, providing lab results for millions of people.

Daily Responsibilities

You will:

  • Verify and confirm reported problems, attempt to resolve them over the phone, determine urgency, and communicate with appropriate individuals for corrective action.
  • Coordinate and dispatch field support when telephone troubleshooting cannot correct the problem; monitor and ensure timely on-site response.
  • Rearrange field support when initial dispatch calls cannot meet customer expectations for timely on-site response or resolution to the problem; keep CSC and Field Service Managers up to date on situations requiring Management intervention.
  • Identify and document using CMS Next any instrument, product, and/or training issues that fail to report acceptable results or negatively impact customer satisfaction.
  • E nsure compliance with all relevant Operating Procedures for complaint handling and filing complaints.
  • Respond to requests for technical support and maintain positive interaction with FSEs, TSSs, CSC, Product Specialists, and Sales Force by distributing technical material and troubleshooting guides.
  • Identify and communicate unresolved problems to appropriate areas and help coordinate required resources for corrective action.
  • Alert Service administration areas when account changes require updating CMS Next for instrument, contract, or contact changes.
Weekly Responsibilities

You will:

  • Regularly review FSE and TMR schedules (daily, weekly, and monthly) to ensure 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 FSEs and WWCS.
  • Coordinate 2nd party service when required (monitors, printers, ADC in-service).
  • Communicate new technical issues with appropriate areas of the organization.
  • Keep specific technical reference material up to date for CSC common use.
Monthly Responsibilities

You will:

  • Stay informed about new product launches and changes to existing products.
  • Keep CMS Next assigned follow-up calls up to date.
Requirements

To be successful in this role, you will need:

  • Bachelor's Degree in Science, Medical, Lab Tech, or Engineering.
  • Three to five years of related experience.
  • Excellent communication and troubleshooting skills, with the ability to work independently.
  • Resourcefulness and technical abilities.

This is an opportunity to build your future with a company that values employee diversity. Estimated salary range: $80,000 - $120,000 per year, depending on qualifications and experience.

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