Customer Support Specialist II (Field based remote, Tulsa, OK)

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.

     

JOB DESCRIPTION:

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’ll also have access to:

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

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

• 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.

• 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 remote.
• Qualified candidates must currently live in the Tulsa, OK area.
• Travel up to 25%

What You’ll Work On

Embrace 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.

• Represent the Abbott Diagnostic Division to its customers:
• Responsible for providing on-site support to ADD customers
• Support field personnel and District business objectives and goals
• Provide direction and develop mentoring skills to mentor
• other FSRs
• Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database
• Understand and follow the Quality System through accurate and timely documentation of complaint resolution.
• Understand and practice regulatory and compliance procedures.
• Maintain a safe work environment following laboratory safety guidelines.
• Schedule 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 environment
• Support on-call rotation
• Time, territory, and inventory management
• Standby and after-hours responsibilities
• Flexible working hours
• Unpredictable Travel
• Travel for the support of other territories and training
• Providing on-site critical account support inside and outside of district boundaries.

Responsible for IRL ownership to achieve organizational goals and customer satisfaction.

Responsible for working cross-functionally to achieve customer satisfaction through direct communication

within the local performance partnership teams (P2T).

Responsible for maintaining ownership of customer issues until successful escalation or handoff takes place.

In addition, this position requires the following:

a) superior technical competency

b) Pro-Active Account Management

c) complete instrument training across geographical IRL.

• Responsible for implementing and maintaining the effectiveness of the quality system.
• Provide superior customer service through applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations.
• Delight our customers by providing support, including installation, Preventive Maintenance, and Technical.
• Service Bulletins and repair by documenting, following up, and closing calls as per Abbott Diagnostics' quality system