Abbott is hiring a Technician 1, Remote Care to work under close supervision in a call center environment. You'll answer technical and informational questions, providing customer support for remote patient monitoring inquiries from physicians, healthcare professionals, field staff, and patients.
What You'll Do
- Answer inquiries regarding technical issues, complaints, and adverse events by identifying and collecting information from callers.
- Triage calls and forward them to other personnel for further assistance when appropriate.
- Troubleshoot website navigation, patient monitor set-up, and product information for remote care products; refer more complex problems to supervisor.
- On a rotating 24-hour 'on call' basis, follow protocols to guide patients over the phone to manually transmit transtelephonic data from ICDs or Pacemakers.
- Direct patients on proper installation and set-up of transmitter equipment and troubleshoot transmitter connectivity issues.
- Document patient system complaints via Field Contact Reports (FCRs) and forward to Product Reporting.
- Document transmitter/receiver technical issues via Software Work Requests (SWRs).
- Guide customers in navigating the Merlin.net website and respond to password reset requests.
- Provide alternative data transmission options when server or IT connections are temporarily down.
- Refer implantable device issues to the Technical Services Department following standard routines.
- Resolve and/or facilitate the resolution of problems including identifying their causes to prevent reoccurrence.
- Complete required trainings and certifications as needed.
What We're Looking For
- High school diploma or other specialized training/equivalent related experience.
- 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, prioritizes and meets deadlines in a timely manner.
- Strong organizational and follow-up skills, as well as attention to detail.
- Ability to travel approximately 10%, including internationally.
- Ability to maintain regular and predictable attendance.
Nice to Have
- Experience in a customer service, product support, IT, telecommunications or related role with medical device technical support experience preferred.
- Experience working in a broader enterprise/cross-division business unit model preferred.
Team & Environment
Works under close and direct supervision.
Benefits & Compensation
- Compensation: $18.70 – $37.40/hour
Work Mode
This is an onsite position located at 15900 Valley View Court, Sylmar, United States.
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
