JOB DESCRIPTION:
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.
Abbott Diagnostics Division
We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.
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 will have access to:
- Career development with an international company where you can grow the career you dream of.
- 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 a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
Technical Support Specialist, Remote Services & Support (APAC)
As the Technical Support Specialist, Remote Services & Support (APAC), you will provide accurate, timely, and professional technical assistance on Abbott Diagnostics products to customers across the Asia Pacific (APAC) region. This role focuses on remote troubleshooting, customer support, quality case management, and promoting remote-first support solutions to enhance customer experience, improve operational efficiency, and reduce instrument downtime.
What You’ll Do
- Responsible for implementing and maintaining the effectiveness of the Quality System.
- Provide customer phone support and perform instrument monitoring through dashboard visualization platforms (training and guidance will be provided).
- Deliver Level I technical support and assist with Level II support activities where required.
- Work with cross-functional teams to recommend and support issue resolution activities.
- Drive positive customer outcomes through quality support interactions and timely case resolution.
- Contribute to Customer Net Promoter Score (NPS) improvement through exceptional customer service and technical support.
- Take ownership of the customer experience and maintain professionalism, composure, and customer focus when handling complex or challenging situations.
- Communicate with customers via phone, chat, email, and other remote support channels to answer enquiries, assess customer needs, and provide technical guidance.
- Troubleshoot and resolve issues related to Abbott laboratory analyzers, software applications, connectivity solutions, and reagents by utilizing established support procedures and diagnostic tools.
- Apply appropriate processes, systems, and knowledge resources to identify root causes and provide effective solutions.
- Accurately document customer interactions, troubleshooting activities, and resolutions in the designated service management systems.
- Follow up on open service cases and collaborate with off-hours support teams and country organizations to ensure timely resolution and customer satisfaction.
- Apply clinical laboratory knowledge and technical expertise to support customers and contribute to the effective operation of Abbott diagnostic systems.
- Promote customer adoption of Remote Support as the preferred first point of contact for troubleshooting and technical assistance.
- Perform instrument monitoring through approved dashboard visualization and remote monitoring platforms.
- Conduct proactive customer outreach when monitoring tools identify potential performance issues or opportunities to prevent downtime.
- Utilize available tools and data to identify trends and support initiatives that reduce unplanned downtime and improve instrument performance.
- Support continuous improvement initiatives aimed at enhancing customer experience, service quality, and operational efficiency.
- Participate in product training programs and ongoing technical development activities.
- Share knowledge and best practices with team members to improve overall team effectiveness.
- Collaborate with Field Service, Technical Support, Commercial, Quality, and other cross-functional teams to resolve customer issues.
Requirements
- Bachelor's Degree in Clinical Laboratory Science, Medical Technology, Biomedical Engineering, Life Sciences, Biology, Human Biochemistry, or related disciplines.
- Minimum 1-3 years of relevant experience in a clinical laboratory, diagnostics, medical device, healthcare support, technical support, or customer service environment.
- Experience using laboratory automation systems and analyzers is preferred. Experience with Abbott systems is an advantage.
- Basic understanding of laboratory workflows, instrument operation, troubleshooting, and customer support processes.
- Experience providing technical or customer support in a call center, help desk, diagnostic, healthcare, or service environment is preferred.
- Strong analytical, problem-solving, and communication skills.
- Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
- Strong customer service orientation and commitment to delivering a positive customer experience.
- Candidates must be highly proficient in both verbal and written communication in the supported language, as the primary responsibility involves providing technical troubleshooting and customer support to customers in their local language.
- Candidates should possess a good understanding of the culture, communication style, and customer expectations of the country or region they support.
- English proficiency is required as training, documentation, knowledge management, and ticketing systems are conducted in English.
- Thai proficiency is required as this role will be dealing with customers in Thailand.
Key Performance Metrics
- Improve Customer Satisfaction Score (NPS)
- Improve Phone Resolution Rate
- Decrease Phone Abandon Rate
- Improve First Contact Resolution (FCR) / First Line Resolution Rate
- Reduce unnecessary field dispatches through effective remote troubleshooting
- Service Ticket Compliance and Documentation Quality
- Response and Resolution Time Performance
Location:
This position is based in Imazium, Damansara Uptown, Malaysia.
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 Abbott, on Facebook and on Twitter/X Abbott News and https://twitter.com/AbbottGlobal.
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
CRLB Core Lab
LOCATION:
Malaysia > Selangor : Imazium, No. 8, Jalan SS 21/37
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
No
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)