Remote Support Specialist I - Diagnostics Division

Remote Support Specialist – Diagnostics Division

Mexico City

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

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 will have access to:

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

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 diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

The main function of the Remote Support Specialist I is to embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability. Provide premium customer technical support through the Call Center, utilizing automated systems and tools via the phone and other communications media to the satisfaction of Area/Country customers and clients. Go above and beyond to respond to customer needs and identify proactive monitoring opportunities, by partnering with sales, marketing, quality and other functional areas while adhering to current compliance guidelines.

What You’ll Do:

• Drive customer loyalty by providing remote technical support according to the service agreement or segmentation using exceptional interpersonal and communication skills
• Delight our customers by troubleshooting, documenting, dispatching, escalating, following up and closing calls using the call registration system, adhering to ADD quality system
• Respond to remote support alerts to proactively monitor and reduce unplanned downtime and service cost
• High level of customer service is necessary while providing technical assistance.
• Reinforce and ensure customers take responsibility for maintenance and initial troubleshooting of instrumentation
• Successfully achieve the established business metrics including service sales, cost of service, NPS customer satisfaction and key performance indicators
• Proactively improve expertise through continuous learning and certifications

Required Qualifications

• Bachelor’s degree or equivalent relevant experience required. Bio Medical/Med Tech/Engineering/Medical Laboratory Science Degree is preferred.
• Practical experience of interfacing with customers preferred. Capable of getting calls of all at least one area of business: immunology, chemistry or hematology Engineering, or related fields.
• Minimum 3 years of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related services or laboratory field.
• English skills are preferred (written and oral).
• Effective problem solving, analytical and critical thinking skills, 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 and awareness of cultural differences among customers. Well respected in terms of product / business knowledge and personality.

Apply Now

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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