Abbott Laboratories Hiring for Technician 1, Remote Care at Sylmar, CA Full Time

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.

A healthy heart is essential to good health. That’s why we’re committed to advancing treatments for people with cardiovascular disease. As a global leader in Cardiac Rhythm Technologies, our breakthrough medical technologies help restore people’s health so they can get back to living their best lives, faster. We focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

WHAT YOU’LL DO

Work in a call center environment under close and direct supervision on defined work assignments while following established procedures. Exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.

• Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences.

• Triages calls and seeks guidance from other personnel for further assistance when appropriate.

• Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and approved troubleshooting for Abbott-proprietary remote care products.

• After-hours, “on call” support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.

• Consistently meets department’s performance expectations

• Completes required trainings and certifications, as needed.

• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.

• Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy

• Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Within the department, works with other employees to maintain adequate availability for customer support.

• Performs other related duties and responsibilities, on occasion, as assigned. Overtime may be required.

EDUCATION AND EXPERIENCE YOU’LL BRING

• Preferably Six (6) months in Customer Service.

• Experience in a customer service, product support, IT, telecommunications or related role.

• Medical device technical support experience is a plus.

• 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.

WHAT WE OFFER

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

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  Training and career development, with onboarding programs for new employees and tuition assistance

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  Financial security through competitive compensation, incentives and retirement plans

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  Health care and well-being programs including medical, dental, vision, wellness and occupational health programs

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  Paid time off

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  401(k) retirement savings with a generous company match

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  The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The salary for this role is between $17 – $35