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Remote Support Agent
Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life.
Het bedrijf / The company
Abbott is a global healthcare company committed to helping people live not just longer, but better. We employ around 107,000 people in 160 countries with a diverse portfolio spanning pharmaceuticals, nutrition, diagnostics and devices.
At Abbott, you have the opportunity to make a positive impact on the world through challenging and rewarding work as part of a highly successful and trusted organization that is shaping the future of health. Realize your potential!
De functie / The role
1.Primary Objective of Position
This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during and after a transaction (customer call , e-mail or Chat ) to maintain and improve the organization's customer relationships.
Communicate with customers to answer their inquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
Record accurately information in the appropriate system and follow up with the "Off hours" team and specific country team as appropriate.
This team will specifically work in the "Off hours" support center that will be based in Hoofddorp - The Netherlands
The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction. Additional responsibilities include:
Promoting the technical expertise of support personnel
Serving as a liaison to the 'day shift' support teams
Responsible for implementing and maintaining the effectiveness of the quality system.
The "Off hours" support agents will play the following roles:
Customers Phone support and documentation for: ADD Architect, Alinity, Hematology products and solutions including automation.
Work with cross-functional teams to propose, recommend and provide resolution to issues.
Level I& II support for customer's problem resolution
Het profiel / Your profile
Bachelor in Biomedical engineer or Clinical laboratory, Master in Biology / Human Biochemistry preferred
Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
Qualified applicants will be experienced in providing level 1and level 2 support and making technical recommendations to ensure customer issues are resolved.
The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction customers. Other competencies, such as the ability to work in team-oriented environments, adaptability and high initiative, are also critical.
Multiple language knowledge is essential
Language needed: German , French, Italian, Spanish, Portuguese, - optional: Dutch
Language level needs to be suitable for customer exchange and technical troubleshooting activities.
5.Impact of position
Provide direct support to Customers entitled to Off Hours Support remote Service.
Quality I Regulatory Compliance: Ensures effective application of the CAPA REG-LU practices to achieve division and FDA compliance.
Customer Relationships: cultivates relationships with external customers and internal stakeholders. Develops strong networks throughout the company, especially the countries that they are supporting.