[한국애보트] Sr Remote Support Specialist

JOB DESCRIPTION:

GLOBAL COMPANY OVERVIEW
At Abbott, we’re dedicated to helping people live more fully, in everything we do. We’re creating the future of healthcare through life-changing technologies and products that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love.
With global headquarters in Chicago, USA, we serve people in more than 160 countries with leading medical devices, diagnostics, nutrition products and branded generic medicines. Our 114,000 colleagues are helping millions of people to live better and healthier, every day around the world. In South Korea, we’ve been helping people live fully for more than 30 years.

한국애보트 : 글로벌 헬스케어 기업 애보트의 한국 법인으로, 진단·의료기기·제약·당뇨 등 다양한 헬스케어 솔루션을 통해 한국 국민의 건강한 삶에 기여하고 있습니다. (사무실 위치 : 대치동)
애보트메디칼코리아 : 애보트의 심혈관·구조심장·전기생리 분야 의료기기를 담당하는 한국 법인으로, 혁신적인 의료 기술을 통해 환자의 삶의 질 향상에 기여합니다. (사무실 위치 : 역삼동)
애보트래피드진단 : 애보트의 신속진단 사업부로서 의료기기 및 체외 진단 시약을 생산하며 현장 진단 검사의 세계적인 리더 기업입니다. (사무실 위치 : 분당 정자동)
한국애보트진단 : COVID-19, 말라리아, 인플루엔자, HIV, 매독, 간염 등 다양한 감염 질환을 신속하고 정확하게 진단할 수 있는 체외진단 의료기기를 연구, 개발, 생산합니다. (사무실 위치 : 기흥)

Diagnostics

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.

Core Job Responsibilities:

• 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 call (customer call or mail) to maintain and improve the organization's customer relationships.
• This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
• Communicate with customers (via phone & email) to answer their enquiries, 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 make sure to follow up with the “Off-hours” team and specific country team.
• 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
  • Promote customer adoption of contacting Remote support as troubleshooting first point of contact
  • Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
  • Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime

Core Job Responsibilities

• Responsible for implementing and maintaining the effectiveness of the quality system.
• The remote support specialist will play the following roles:
• Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
• Work with cross-functional teams to propose, recommend and provide resolution to issues.
• Level I & II support for customer’s problem resolution
• Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.

Key Performance Metrics

• Improve Customer satisfaction score (NPS)
• Improve Phone Resolution Rate
• Decrease Phone Abandon Rate
• Improve First Line Resolution Rate by reducing Dispatched.
• Service Tickets Compliance

Education and Experience:

• Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems) 
• Minimum of 3-5 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
• Study background:  Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
• Qualified applicants will be experienced in providing level 1 and 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 with 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.
• Candidate should be highly proficient and well verse (in verbal and written) with the additional language that they support as the primary responsibility is to communicate with customer in the particular country supported for the purpose of technical troubleshooting. (ie. Korean language will be used to support Korean customer)
• Candidate must also possess understanding of customer nuance and culture of they country supported
• Certain fluency in English is expected as trainings, documentation and ticketing are done in English
• Prior call centre, supervisory and managerial experience could be considered for a higher job grade

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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