Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Remote Care Technician I provides technical and applications support for Division capital equipment systems, ensuring effective troubleshooting and customer satisfaction.
Answers internal and external clinical and technical questions via phone and email.
Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure.
Provide feedback to customer or Division personnel involved.
Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system.
Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution.
Determines if and when to deploy field service support and/or equipment to customer location.
Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures involving Division capital equipment systems. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
Designs, develops, and implements content and materials for Technical Services training programs for employees in the Technical Services department.
Participates in the technical and clinical training of new employees. Updates education programs on a continuous basis.
Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes.
Documents, updates, and completes all calls in the appropriate call support system.
Sends repair / replacement parts to customers and creates field service work orders when appropriate.
Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products.
Support all Company initiatives identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Qualification
Required
Bachelor's Degree (± 16 years) In technical field (emphasis on electrical or hardware engineering preferred).
An equivalent combination of education and work
Preferred
Minimum 2 years Clinical or lab experience working with medical systems.
Strong oral, written, and computer (MS Word, Excel, Outlook) skills.
Customer service experience in a medical environment.
Superior customer experience a must.
Can do attitude a must.
Experience working in a broader enterprise/cross-division business unit model preferred.
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.
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
Multitasks, prioritizes and meets deadlines in timely manner.
Strong organizational and follow-up skills, as well as attention to detail.
Ability to maintain regular and predictable attendance.
Regularly scheduled overtime is a requirement of this position
Benefits
Free medical coverage for employees via the Health Investment Plan (HIP) PPO
An excellent retirement savings plan with high employer contribution
Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
Abbott is a healthcare company that is engaged in pharmaceuticals and manufacturing healthcare products.
