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Technical Call Center, Medical Technologist

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Abbott

27d ago

  • Job
    Full-time
    Senior Level
  • Healthcare
  • Irving
    Remote

AI generated summary

  • You need a Bachelor's Degree in Medical Technology or related Sciences, or an Associates Degree with experience, along with at least 5 years in a medical laboratory or clinical setting for this Technical Call Center role at Abbott. Ability to travel up to 10% is required.
  • You will develop customer relationships, resolve complex technical issues, analyze problems, communicate effectively, document tickets, recognize product trends, collaborate with peers, and ensure issue resolution.

Requirements

  • Bachelor’s Degree in Medical Technology or related Sciences
  • Associates Degree with applicable experience
  • Minimum 5 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.
  • Availability to travel up to 10%

Responsibilities

  • The Technical Call Center, Medical Technologist is also responsible for developing customer relationships and enhancing customer experience.
  • Manage and resolve complex customer issues via remote technology such as instrument screen sharing, predictive alerts, LogIC, and Abbottlink.
  • Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals, Knowledge Management, and LogIC.
  • Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model.
  • Utilizes the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
  • Demonstrate ability to recognize and document product performance trends within the quality system by using the Global Service Reports.
  • Communicates with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e-mail, or instant messaging.
  • Collaborates with team members and other support teams to ensure issue resolution.

FAQs

Where is this position located?

This position is located at our Irving, TX facility.

Can candidates residing outside of Irving, TX apply for this position?

No, qualified candidates must currently live in the Irving, TX area.

Is relocation assistance provided for this position?

No, relocation assistance is not authorized for this position.

What is the main responsibility of a Technical Call Center Medical Technologist?

The main responsibility is to provide remote technical support to customers and field personnel for diagnostic products, instruments, and assays.

What is the role of a Technical Call Center Medical Technologist in troubleshooting?

The role involves troubleshooting, diagnosing, resolving, and documenting both the issue and resolution of the issue for diagnostics customers with instrument and/or assay issues.

Science & Healthcare
Industry
10,001+
Employees
1888
Founded Year

Mission & Purpose

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 113,000 colleagues serve people in more than 160 countries.

Benefits

  • Medical

    Our medical options provide employees and their eligible family members, including domestic partners, with extensive coverage and protection against major medical expenses. Coverage is available from the first day of employment. All of the options cover preventive care, inpatient and outpatient care, routine office visits, prescription drugs, physical therapy, home healthcare, mental health/substance abuse treatment and hospice care. In addition, our medical options offer numerous programs and services that can help employees improve and maintain their health, better manage illnesses and receive better value for their healthcare dollars.

  • Dental

    Our dental plan helps employees pay for the costs of dental care for themselves and their eligible family members. Coverage is available from the first day of employment. Participants may take advantage of reduced out-of-pocket costs when they use dentists in a nationwide network of participating providers. Our dental plan pays for preventive, restorative and surgical services, as well as orthodontia, at varying levels of coverage.

  • Vision Care

    With our vision care plan, we offer employees an affordable way to maintain eye health and receive discounts on eyewear. Coverage is available from the first day of employment.

  • Wellness Programs

    Our wellness programs and resources are designed to promote overall health and well-being: Seminars on stress and anxiety, personal and work relationships, meditation and mindfulness, healthy habits, and balancing work and family needs. Programs to encourage being physically active, eating healthier, managing health conditions, getting quality sleep, and becoming more resilient. On-site screenings and immunizations at some locations to promote prevention and early detection. On-site fitness centers at some locations that offer classes, fitness assessments and personal training. Health fairs, fitness events, steps challenges and exercise competitions