Technician I, Remote Care

Job Title

Technician I Remote Care

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.
• Health Insurance (starting on Day 1 of employment), Savings Plan (401K) with company match, Life insurance for you and your spouse/children, Short Term Disability, Long Term Disability, Education Assistance, Employee Assistance Program, Vacation, Sick, Personal Days.
• 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 works out of our Arecibo location in the CRM division on site not remote.

Shift: Monday to Friday 12:00 pm- 9:00 pm

As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

As the Technician I, l you will work in a call center environment under close and direct supervision on defined work assignments while following established procedures.  You will exercise basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.

What You’ll Do

• Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers.  This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences.
• Triage calls and seeks guidance from other personnel for further assistance when appropriate.
• Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and approved troubleshooting for Abbott-proprietary remote care products.
• After-hours, “on call” support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.
• Consistently meet department’s performance expectations.
• Complete required trainings and certifications, as needed. 
• Comply with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
• Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy.
• Maintain professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.  Within the department, works with other employees to maintain adequate availability for customer support.
• Perform other related duties and responsibilities, on occasion, as assigned.  Overtime may be required.

Required Qualifications

• High school diploma is required. Associates and/or bachelor’s degree are preferred.
• Experience in a customer service, product support, IT, telecommunications or related role are preferred.
• Fully bilingual with verbal fluency in English and Spanish is required.
• Medical device technical support experience is preferred.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Ability to leverage and/or engage others to accomplish projects.
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
• Multitasks, to include active note-taking while on calls and supporting multiple callers at a time.
• Prioritizes and meets deadlines in timely manner.
• Strong organizational and follow-up skills, as well as attention to detail.
• Ability to maintain regular and predictable attendance.

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.

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