Analyzes and resolves Abbott product customers technical and clinical questions regarding Abbott products.
Corresponds with customers regarding the results of inquiries and analysis of products
Uses discretion in escalating unusual product performance issues, collaborates with engineering, resolves customer complaints.
Participates in product improvement teams, field failure analysis and other analytical teams responsible for the improvement of products and regulatory issues.
This position requires a very high degree of technical competence and communicative ability in order to receive, evaluate, investigate and respond to customers' questions and complaints.
Interfaces with all levels of health care professionals ( doctors, nurses, biomedical technicians and purchasing agents, materials managers and risk managers) to document, investigate, and correct field-related problems.
Communicates customer concerns and complaints to individuals who manage databases and analyze data to identify trends, needs for product and service enhancements and communicate the findings with relevant individuals such as R & D engineers, business unit managers, and other personnel to communicate the findings.
Performs product complaint documentation, investigation, customer response, and consulting activities on Abbott products and authors correspondence to customers addressing complaint investigations.
Serves as a liaison between other business units for quality and technical concerns as needed.
Knowledge of Medical Terminology.
Five - seven years of customer support experience preferred.
Strong PC/Data Entry Skills required.
A high degree of interpersonal relations skills.
Strong verbal and written communication skills.
Problem Solving
Must be able to work under pressure and stress common to office environments.
Must be able to maintain a high degree of accuracy and analytical thinking.
Must be able to deal effectively with problems and customers on the telephone.
Note
1-2 years Experience is Required
Biomedical Engineering background preferred
Regulatory Experience preferred
BS degree preferably in the healthcare, science, or technical fields
Knowledge of global regulations for medical device reporting and medical terminology is a plus
Strong written and oral communication skills are required
Candidate must be able to work well independently and on teams in a busy department while managing multiple ongoing tasks and investigations simultaneously
Good problem-solving and proficient computer skills are required
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 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.
Multitasks, prioritizes and meets deadlines in a timely manner.
Strong organizational and follow-up skills, as well as attention to detail.
Potential to extend and/or convert for right candidates.
Seniority level
Associate
Employment type
Contract
Job function
Quality Assurance
Industries
Medical Equipment Manufacturing, Biotechnology Research, and Pharmaceutical Manufacturing
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