Remote Support Specialist

Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to: • Career development with an international company where you can grow the career you dream of. • A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune. • A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

This position works out of Dammam location in Core Diagnostic Division. Divisional Information Diagnostics  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.

Primary contact to provide customers with assay, application, operator, system and instrument support and troubleshooting by phone or e-mail using our remote diagnostic tools Responsible for effective telephonic troubleshooting with customers as well as Field Service personnel concerning reagent and instrument problems. Responsible for dispatching calls requiring Field Service visit, scheduling and following up Primary contact for customer requests related to CRLB products, customer agreements etc. Succession of this role is measured by customer satisfaction score (NPS), support key performance indicator, service capacity and phone resolution rates. Troubleshooting Initial telephonic contact with customers to determine analyzer, operator, application or reagent problems Performs telephonic troubleshooting with customer to reach possible resolution of issue. Dispatches FSE to customer if telephonic troubleshooting was unable to resolve customer issue or site repair is the first option of the reported issue / instrument error code. Provides in field application support and troubleshooting for the respective region. Field Personnel Dispatching Priorities field service calls recognize and resolve resource availability situations with the skillful management of the utilization and logical deployment of FSEs to improve the levels of customer service Collaborates with the FSEs to close all service calls timeously in order to meet Divisional requirements Follows up on critical service calls for feedback on customer satisfaction levels.   Medical Events Evaluates all customer calls according to Medical Event reporting process to identify Potential Reportable Events (pREs) and forwards all relevant data, if applicable to Medical Event Group in US On request of Medical Event Group provides additional information for reportability decisions. Reports any death or serious injury to the Medical Event Group in US by phone or emails without any delay. Documentation & Reporting Reports incidents and critical issues directly to Call Centre Manager Each customer contact will be logged in CMS Next Call Management System and evaluated and coded according to the Call Registration process outlined in LU-CAPA-REG leaning unit. On request Product Quality provides additional information required for complaint investigation. Communicates complaint investigation results to customer and provides customer’s feedback to Quality and management. Who are You: Education & Skills B.Sc. Degree in Medical Technology or Biomedical Engineering 0-2 Work Experience in related field to Medical Laboratory Diagnostics Fluent/Native Proficiency in writing, reading and speaking English & Arabic Ability to work independently, demonstrate problem solving skills and ability to escalate when necessary High Problem Solving & Troubleshooting skills Basic computer skills e.g. Excel, Word and PowerPoint Basic IT / Networking Knowledge Strong