Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

The Opportunity

Our Customer Support Specialist embraces the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion; partnership and performance. Efficiently provide technical support solutions including installation; corrective; pre-emptive and proactive maintenance. Go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.

Located: East side Saint Louis

Responsibilities:

Responsible for providing on-site support to Abbott Diagnostic Division customers, support field personal and District business objective and goalsProvide direction and mentoring to other Field Service RepsTroubleshooting and resolving complaints reported by customers on a minimum of eight increasingly complex instruments as detailed in the FS Business Process databaseUnderstand and follow Quality System by accurate and timely documentation of complaint resolutionUnderstand and practice regulatory and compliance proceduresMaintain a safe work environment following laboratory safety guidelinesSchedule and complete routine preventive maintenance, installations and other updates provided by Abbott.Integrate effectively into the service team:Work effectively within a diverse and dynamic team environmentSupport on call rotationTime; territory and inventory managementStandby and after-hours responsibilitiesTravel for support of other territories and trainingProvide on-site critical account support inside and outside of district boundaries.Responsible for IRL ownership to achieve organizational goals and customer satisfaction.Responsible to work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.:Superior technical competencyPro-Active Account ManagementComplete instrument training across geographical IRLEscalation support on specific products; e) new product support and project management.Responsible for implementing and maintaining the effectiveness of the quality system.Provide superior customer service; through applying effective communication skills in order to build loyalty while proactively managing and resolving high-stress situationsDelight our customers by providing support including installation; Preventive Maintenance; Technical Service Bulletins and repair by documenting; following-up; and closing calls as per Abbott Diagnostics quality systemPartner cross-functionally and internally while maintaining positive relationships and ensure issues are resolved efficiently and satisfactorily while exceeding customer needsSuccessfully achieve the established business metrics including service sales; cost of service and key performance indicators for assigned customers/accountsChampion utilization of remote support tools to proactively improve instrument up timeProactively improve expertise through continuous learning and certifications

Minimum Qualification's:

Bachelor’s degree or equivalent relevant experience required. Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred.Trouble shooting/problem solving; ability to succeed in team situations and excel independently; computer skills (Word; Excel; Power Point; Internet; Remote Computing i.e VPN; remote troubleshooting etc.); effective communication skills and strongly demonstrated interpersonal skills.Basic English skills are preferred (written and oral). Proficiency in local language required.

Preferred Qualifications:

Practical experience of interfacing with customers preferred.

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

Training and career development, with onboarding programs for new employees and tuition assistance

Financial security through competitive compensation, incentives and retirement plans

Health care and well-being programs including medical, dental, vision, wellness and occupational health programs

Paid time off

401(k) retirement savings with a generous company match

The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully:  http://www.abbottbenefits.com/pages/candidate.aspx

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal

The base pay for this position is $31.60 – $63.20 per hour. In specific locations, the pay range may vary from the range posted.