Remote Support Specialist

Join Abbott’s Global Team and Drive Impactful Customer Support

At Abbott, we are committed to advancing healthcare through innovative diagnostics solutions that empower smarter medical decisions. As a Remote Support Specialist within our Core Diagnostic Division, you will play a pivotal role in delivering exceptional technical support, ensuring seamless operations for our global customer base, and contributing to the mission of transforming healthcare delivery. This position offers a dynamic opportunity to grow within a world-renowned organization recognized for its excellence in diversity, employee well-being, and cutting-edge advancements.

Our diagnostics division is at the forefront of medical innovation, processing over 10 million tests daily to provide critical insights for millions of patients worldwide. Your expertise will directly impact the reliability and efficiency of our diagnostic systems, fostering trust and satisfaction among healthcare providers and their patients.

Key Responsibilities

As the primary point of contact for our customers, your role will encompass a blend of technical troubleshooting, strategic problem-solving, and collaborative field support. Your responsibilities will include:

• Technical Support & Troubleshooting: Provide comprehensive remote support for customers regarding assay applications, operator guidance, system functionality, and instrument diagnostics. Utilize advanced remote diagnostic tools to resolve issues efficiently via phone, email, or in-field assistance. Collaborate closely with Field Service Engineers (FSEs) to escalate complex issues and ensure timely resolutions.
• Customer-Centric Problem Resolution: Act as the initial contact for customer inquiries related to CRLB products, service agreements, and technical concerns. Drive resolution through telephonic troubleshooting, leveraging your analytical skills to address reagent, operator, or system errors. Monitor and prioritize service calls to optimize resource allocation and improve customer satisfaction metrics, including Net Promoter Score (NPS) and phone resolution rates.
• Field Service Coordination: Manage the dispatching and follow-up of field service requests, ensuring efficient deployment of FSEs to resolve on-site issues. Work collaboratively with field teams to close service calls promptly, adhering to divisional performance standards. Conduct post-service feedback assessments to gauge customer satisfaction and identify areas for process improvement.
• Medical Event Compliance: Adhere to stringent medical event reporting protocols, evaluating customer calls to identify Potential Reportable Events (pREs). Promptly escalate critical incidents, including deaths or serious injuries, to the Medical Event Group in the U.S. for further investigation. Provide additional documentation or insights as required to support compliance and safety initiatives.
• Documentation & Reporting: Maintain detailed records of all customer interactions in our Call Management System (CMS), ensuring compliance with internal processes outlined in LU-CAPA-REG. Prepare incident reports for the Call Centre Manager and collaborate with Product Quality teams to investigate and resolve customer complaints. Communicate findings to stakeholders, including customers and management, to drive continuous improvement.

Qualifications & Skills

To excel in this role, you will bring a blend of technical expertise, interpersonal skills, and a customer-focused mindset. We are seeking candidates who meet the following criteria:

• Education: Bachelor’s degree in Medical Technology, Biomedical Engineering, or a related field. Prior experience in medical laboratory diagnostics is highly valued.
• Technical Proficiency: Proven ability to troubleshoot complex diagnostic systems, with 0-2 years of relevant experience. Strong understanding of assay applications, reagent handling, and instrument operations.
• Language Skills: Fluent or native-level proficiency in both English and Arabic, with exceptional written and verbal communication abilities. Ability to convey technical information clearly and empathetically to diverse stakeholders.
• Problem-Solving & Independence: Demonstrated aptitude for diagnosing issues, proposing solutions, and escalating challenges when necessary. Ability to work autonomously while collaborating effectively with cross-functional teams.
• Technical & IT Literacy: Proficiency in basic computer applications (Microsoft Excel, Word, PowerPoint) and foundational IT/networking knowledge. Familiarity with diagnostic software and remote support tools is a plus.
• Customer Service Excellence: Exceptional telephone etiquette and interpersonal skills to handle customer inquiries with patience, professionalism, and efficiency. Commitment to delivering a positive customer experience aligned with Abbott’s high standards.

At Abbott, your contributions will not only enhance operational efficiency but also reinforce our commitment to delivering world-class diagnostics solutions. Join a team that values innovation, collaboration, and the opportunity to make a tangible difference in healthcare. If you are passionate about technology, customer service, and continuous learning, we invite you to be part of our mission.