Description

EMEA & APAC Technical Support Hub are part of a Global Technical Support Network that has been strategically placed around the globe. The role provides first Level trouble shooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues. While maintaining compliance to medical device and diagnostics post-market surveillance regulations (e.g. US FDA 21 CFR Part 803 / 820, ISO 13485, EU MDR) in all activities

Primary Responsibilities and Duties

  • Receive inbound Customer calls and email communications and address in a professional and friendly manner.
  • Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve.
  • Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
  • Communication of complaint investigation conclusions to customers through written reports and phone conversations.
  • Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
  • Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.
  • To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
  • Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team

Requirements

  • Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.
  • The individual will have a minimum of 1-year experience working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
  • Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
  • Demonstrates an understanding of the requirements of Technical writing.
  • Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
  • Fluency in a second European/APAC language is a distinct advantage
  • Strong written and verbal communication skills
  • The role is office based but a degree of flexibility is required.
  • Ability to take ownership, organise workload and change priorities quickly
  • Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.  
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