ABOUT ABBOTT

Diagnostic testing is a compass, providing information that helps in the prevention, diagnosis and treatment of a range of health conditions.

Abbott’s life-changing tests and diagnostic tools give you accurate, timely information to better manage your health. 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.

The position of TECHNICAL SERVICES SPECIALIST III IS WITHIN OUR ARDX INFORMATICS LOCATED AT CHARLOTTESVILLE, VA OR POSSIBLY REMOTE.   This role will be responsible for addressing customer calls and emails of a more complex nature, relating to product inquiries, opinions/suggestions and complaints concerning a wide range of the company\'s products and/or product families, under the minimum oversight of area management using professional concepts, technical knowledge, and company’s strategies, tactics, and policies and procedures formulated in association with management, with the objective of satisfactorily addressing the customer\'s inquiry or complaint.

WHAT YOU’LL DO

• Field customer calls and emails and apply troubleshooting skills to assist customers with appropriate responses to product inquiries, opinions/suggestions, and complaints, using strategies and tactics formulated by management.  Contribute to guidelines for appropriate troubleshooting.

• Document cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation.  Accuracy and readability of written work; complaint and CAPA records including customer communications, study plans, protocols and reports. Contribute to guidelines for appropriate documentation.

• Able to assess a customer complaint for Medical Device Reporting requirements. Identify and escalate cases with potential regulatory actions. Advise management of significant product issues and unresolved customer issues.

• Monitor and evaluate case documentation. Track and manage open cases and follow up with customers in a timely manner.

• Handle multiple priorities on daily basis.  Use time management skills to be productive and deliver positive, concrete results.  Demonstrated flexibility with change.

• Interface with manufacturers\' product support investigative teams, vendors and field service providers re: case investigations and on-site service calls, acting to ensure appropriate and timely responses. May serve as liaison.

• Interface with various internal groups (Engineering, Operations, Quality Assurance, Regulatory, field personnel, marketing) concerning product and customer service issues. 

• Facilitate and contribute to implementation of new and/or standardized processes and programs.

EDUCATION AND EXPERIENCE YOU’LL BRING

REQUIRED

• HS Diploma

• 2 years of experience in similar field

PREFERRED

• Bachelor Degree in IT related field

• Experience working in a Clinical IT setting supporting various integration projects/customer calls/supporting escalated IT issues with various medical devices.

• Five or more years of related IT/Quality/customer support experience

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

• TRAINING AND CAREER DEVELOPMENT, with onboarding programs for new employees and tuition assistance

• FINANCIAL SECURITY through competitive compensation, incentives and retirement plans

• HEALTH CARE AND WELL-BEING PROGRAMS including medical, dental, vision, wellness and occupational health programs

• PAID TIME OFF

• 401(K) retirement savings with a generous company match

• THE STABILITY OF A COMPANY with a record of strong financial performance and history of being actively involved in local communities