Remote Support Agent
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 or email) to maintain and improve the organization's customer relationships.
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 level needs to be suitable for customer exchange and technical troubleshooting activities. English (All trainings, documentation and ticketing are done in English)
plus at least one preferably two other language with fluent level
Language needed: French, Italian, Spanish, Portuguese, German – optional: Dutch
Communicate with customers (via phone, email or online discussion boards) 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.
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
System to use : CMS Next for ticket registration, MyGSS ( technical database) , KM ( Knowledge management – instructions and documentation tool) , GSR – Service data – GPPM ( Global part master file) , CCC ( customer care calendar -dispatch tool -TBD) , Log IC, LOGICAL, AHR ( troubleshooting tools)
Core Job Responsibilities
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 ( Automation TBD )
Work with cross-functional teams to propose, recommend and provide resolution to issues.
Level I & II support for customer’s problem resolution
Quality of support and Customers satisfaction will be measured through tNPS and specific customer interviews ( rNPS)
Minimum Experience / Training Required
Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry
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 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
The salary for this role is between:N/A
JOB FAMILY:Customer Service
LOCATION:Netherlands > Hoofddorp : Wegalaan 9
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Not Applicable