Technical Services Specialist III
Company: Abbott Laboratories
Posted on: May 3, 2021
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 109,000 colleagues
serve people in more than 160 countries.
Diagnostic testing is a compass, providing information that
helps in the prevention, diagnosis and treatment of a range of
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
The position of Technical Services Specialist III is within our
ARDX Informatics located at Charlottesville, VA or possibly remote.
This role will be 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
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
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 a customer complaint for 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.
- Facilitate and contribute to implementation of new and/or
standardized processes and programs.
EDUCATION AND EXPERIENCE YOU'LL BRING
- 2 years of experience in similar field
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
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
Keywords: Abbott Laboratories, Charlottesville , Technical Services Specialist III, Other , Charlottesville, Virginia
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