Associate Specialist, Technical Support
il y a 1 semaine
Abbott is recruiting an Associate Specialist, Technical Support to be based in our Distribution Center in Machelen, Belgium.
**ROLES & RESPONSIBILITIES**
- Resolves escalated customer issues where known or typical solutions cannot resolve problem.
- Escalates complex cases to Tier 2 Technical Support or to his/her direct manager.
- 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 Abbott capital equipment products.
- Ensures human capital utilization is balanced in the most cost-effective manner in accordance with established budgets, policies, procedures, and quality standards.
- Represents 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
- 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.
**EDUCATION & COMPETENCIES**
- Bachelor's Degree in technical field or equivalent experience.
- Ability to support customers in local language. French and English are a requirement.
- Strong computer knowledge (MS Word, Excel, Outlook, ).
- Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
- Multitasks, prioritizes, and meets deadlines in timely manner.
- Strong organizational and follow-up skills, as well as attention to detail.
- Customer support experience in a medical environment preferred.
- Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
- Ability to be flexible and respond to situations at short notice
- Previous experience with the company’s capital equipment material is preferred.
- Experience developing, implementing, capital service processes is a plus.
- Experience working in a broader enterprise/cross-division business unit model preferred.
- Ability to work in a highly matrixed and geographically diverse business environment.
- Ability to travel approximately 10%, including internationally for training purposes.
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il y a 1 semaine
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