Technical Support Specialist

About Abbott

Our 113,000 colleagues serve people in more than 160 countries.

Abbott has commercial, support operations and shared services in Dublin and Galway. We have been operating in Ireland since 1946.

maintaining compliance to medical device and diagnostics post-market surveillance regulations.

• Receive inbound Customer calls and email communications and address in a professional and friendly manner.
• Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
• Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
• Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the

• Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
• Communication of complaint investigation conclusions to customers through written reports and phone conversations
• Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
• Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.
• To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
• Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Support the Technical Support Team Lead / Supervisor in their designated country by fostering teamwork by organizing workload & escalating in country issues.
• Support the team as SME for Product/Process/System and develop expertise in designated products.
• Responsible for ensuring Hub training material is up to date on product updates/launches and training Hub team as needed.
• Support customers in different market time zones as required for the position.

• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not

• Minimum 3 years of experience required working in a medical/clinical environment or in customer

• Fluency in 2nd European language is required.
• Demonstrates the application of advanced problem-solving methodologies, is detail-oriented, a critical thinker,

• Demonstrates an advanced understanding of the principles of good Technical writing.
• Computer Literate; proficient in MS Word, Power Point, Excel and Outlook
• Strong written and verbal communication skills
• The role is office based but a degree of flexibility is required.
• Ability to take ownership, organize workload and change priorities quickly
• Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support

• Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive

• Self-starter possesses flexibility and ability to work under pressure in a fast-changing environment and

• Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to

both customers and colleagues as necessary.

Connect with us at www.abbott.com or https://www.ie.abbott/, on Linked In at www.linkedin.com/company/abbott-/, on Facebook at www.facebook.com/Abbott and on Twitter @Abbott News.