Product Support Specialist

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 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are utilized in hospitals, laboratories, and clinics worldwide. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision-making for hundreds of health conditions, ranging from heart attacks to blood disorders, infectious diseases, and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world 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.

The Opportunity

The position of Product Support Specialist is within our Abbott Point of Care (APOC) Division based out of the Princeton, NJ location.  This is an onsite opportunity, with no hybrid or remote options.

As a Product Support Specialist, you'll be providing direct support to internal and external customers on the business portfolio of products. It requires the capacity to understand specific needs or requirements to apply skills/knowledge. You'll be responsible for responding to inquiries and complaints of a technical nature.

Abbott Point of Care is a global leader in providing critical medical diagnostic and data management products for rapid blood analysis that are intuitive, reliable, and cost-effective. Our i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making. The i-STAT System has the industry’s most comprehensive menu of tests in a single platform, including tests for blood gases, electrolytes, chemistries, coagulation, hematology, glucose, cardiac markers, and traumatic brain injury. By delivering lab-quality results in minutes, our i-STAT System fosters a collaborative, patient-centered environment while driving improved operational performance.

What you'll work on

• Answer inbound customer calls and emails promptly and courteously.
• Respond to customer inquiries, analyze complaints, and provide troubleshooting solutions.
• Document complaints per Quality standards and maintain the Quality System.
• Identify and communicate product issue trends.
• Support organizational goals through cross-functional work.
• Participate in on-call rotation activities during weekends and holidays.
• Follow EHS rules and report incidents or unsafe conditions.
• Assist with administrative and tactical tasks as assigned.
• Contribute to department goals and resolve customer technical concerns.
• Perform other duties as assigned.

Required Qualifications:

• High school diploma.
• Minimum 2 years of relevant work experience supporting product support.

Preferred Qualifications:

• Associate's or bachelor’s degree in chemical, biological sciences, biomedical engineering, or laboratory science/medical technology.
• Prior experience in the field of the medical device industry, product support, clinical, or medical lab.
• Proficiency with CRM and complaint handling software.
• Basic problem-solving and troubleshooting skills.
• Strong customer focus with excellent written and verbal communication skills
• Ability to address customer concerns in real time.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

• Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. 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 base pay for this position is

$29.15 – $58.35/hour

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

APOC Point of Care

        

LOCATION:

United States > Princeton : 400 College Road East

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf