Technical Services Specialist II
Abbott Laboratories Culpeper, VA (Onsite) Full-Time
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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 115,000 colleagues serve people in more than 160 countries.
Technical Services Specialist II
Charlottesville, VA
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 107,000 colleagues serve people in more than 160 countries
About Abbott
Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis, and treatment of a range of health conditions.
Abbott’s life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. We’re empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.
Our location in Charlottesville, VA currently has an opportunity for a Technical Services Specialist III is within our ARDx Informatics business unit.  This role will be is responsible for addressing customer calls and emails of a more complex nature, relating to product inquiries, opinions/suggestions, and complaints concerning a wide range of the company's products and/or product families, under the minimum oversight of area management using professional concepts, technical knowledge, and company’s strategies, tactics, and policies and procedures formulated in association with management, with the objective of satisfactorily addressing the customer's inquiry or complaint.
WHAT YOU’LL DO
• Field customer calls and emails and apply troubleshooting skills to assist customers with appropriate responses to product inquiries, opinions/suggestions, and complaints, using strategies and tactics formulated by management.  Contribute to guidelines for appropriate troubleshooting.
• Document cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation.  Accuracy and readability of written work; complaint and CAPA records including customer communications, study plans, protocols, and reports. Contribute to guidelines for appropriate documentation.
• Able to assess customer complaints about Medical Device Reporting requirements. Identify and escalate cases with potential regulatory actions. Advise management of significant product issues and unresolved customer issues.
• Monitor and evaluate case documentation. Track and manage open cases and follow up with customers in a timely manner.
• Handle multiple priorities on daily basis.  Use time management skills to be productive and deliver positive, concrete results.  Demonstrated flexibility with change.
• Interface with manufacturers' product support investigative teams, vendors, and field service providers re: case investigations and on-site service calls, acting to ensure appropriate and timely responses. May serve as liaison.
• Interface with various internal groups (Engineering, Operations, Quality Assurance, Regulatory, field personnel, marketing) concerning product and customer service issues.
• Practitioner of problem-solving and root cause analysis tools and techniques. May conduct analysis of case data for tracking and trending, escalating appropriately. Study design and analysis of data generated to draw a valid conclusion.
• Document customer letters, job aids, and other technical information.
• Participate in training.  Share knowledge with others. Contribute to the development of training plans and materials.
• Serve regularly as a resource for other specialists in addressing customer issues based on experience and knowledge.
• Facilitate and contribute to the implementation of new and/or standardized processes and programs.
• High standard of oral communication required for meeting facilitation and participation, customer interaction including calls, WebEx, site visits, and audit either by customer or third party.
• Product knowledge including performance claims and Quality Agreements in place with customers. Apply advanced knowledge of diagnostics on product and technical levels.
• Working knowledge of complaint handling and CAPA process in the context of ISO13485, the US Code of Federal Regulations, and territory-specific regulations.
• Work on assignments that are complex where considerable and good judgment is required in addressing issues and making recommendations.
• Demonstrate strong service orientation and focus, using skills in customer service methods and techniques.  Communicate effectively, professionally, and respectfully.  Build productive working relationships internally and externally.
• Demonstrates commitment to the development, implementation, and effectiveness of ARDx Quality Management System.
• Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices.
• Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification, and validation, manufacturing, and testing activities.
• Perform other duties & projects as assigned.
EDUCATION AND EXPERIENCE YOU’LL BRING
Required
• BS/BA Required and/or 5 to 8 years of related IT/Quality/customer support experience
Preferred
• Advanced degree preferred including eight or more years related experience in customer support.
• Working knowledge of the diagnostic industry on a clinical and technical level including knowledge of federal regulations related to clinical testing, diagnostics, and medical device industry, e.g. FDA, ISO 9001, ISO 13485.
• Advanced knowledge of systems with software and hardware components.
• Excellent troubleshooting skills.
• Ability to work on issues of diverse scope where analysis of situations or data requires evaluation of identifiable factors.
• Demonstrate good judgment in selecting methods and techniques to determine appropriate actions and results.
• Excellent service orientation and focus, experience in customer service methods and techniques.
• Excellent verbal and written communication skills, able to convey appropriate information with clarity and effectiveness.
• Display initiative in performing responsibilities and accomplishing goals.
• Demonstrated skills in carrying out responsibilities and goals with minimal direction in an accurate, dependable manner.
• Collaborate effectively, serve as resource and role model, be flexible with change, handle multiple priorities, and consistently deliver concrete and positive results.
• Excellent computer skills including MS Office.
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:
• A fast-paced work environment where your safety is our priority
• 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.
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