Specialist I, Application Support

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 109,000 colleagues serve people in more than 160 countries.

HAVE YOU EVER DREAM OF MAKING AN IMPACT ON THE WORLD?

How? Become a Specialist I, Application Support at Abbott Arecibo, Puerto Rico.

As a Specialist I, Application Support you will p rovide technical and applications support for Division capital equipment systems (such as EP-WorkMate, EnSite, Ilumien, and RADI) to customers and Division staff. Efficiently and effectively partner with field services personnel in matters requiring on-site service including parts order requests. Ensure human capital utilization is balanced in the most cost effective manner in accordance with established budgets, policies, procedures and quality standards. Represent Technical Services in areas related to the quality system at product division levels in complaint handling, failure investigation, trend analysis, and tracking of quality actions in compliance with plans.

HOW WILL YOU MAKE A DIFFERENCE?
  • Answers internal and external clinical and technical questions via phone, email, and remotely via networking. Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure. Provide feedback to customer or Division personnel involved. Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system. Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution.
  • Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
  • Designs, develops, and implements content and materials for Technical Services training programs for employees in the Technical Services department. Participates in the technical and clinical training of new employees. Updates education programs on a continuous basis.
  • Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes.
  • Documents, updates, and completes all calls in the appropriate call support system.
  • Sends repair / replacement parts to customers and creates field service work orders when appropriate
  • Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products.
  • Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
  • Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.


CAN'T WAIT TO GET STARTED?

To be successful in this role, you will require the following qualifications:

  • High school diploma is required . Associates and/or Bachelor's Degree are preferred.
  • 1+ years of customer service, product support, IT, telecommunications or related role are required. Experience in m edical device technical support and mobile device operation/navigation is preferred.
  • Fully bilingual with verbal fluency in English and Spanish is required.
  • Ability to work in a highly matrixed and geographically diverse business environment.
  • Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
  • Ability to leverage and/or engage others to accomplish projects.
  • Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
  • Multitasks, to include active note-taking while on calls and supporting multiple callers at a time
  • Prioritizes and meets deadlines in timely manner.
  • Strong organizational and follow-up skills, as well as attention to detail.
  • Ability to maintain regular and predictable attendance.


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