Support Specialist📣 Job Ad

About Abbott and the Support Specialist Role

Abbott is seeking a Support Specialist to join its Core Diagnostic Division in Dammam, Eastern region. This full-time role is integral to empowering smarter medical and economic decision-making, contributing to the transformation of health management globally. Abbott is recognized as a great place to work and one of the world's most admired companies, committed to career development and a diverse, inclusive environment. The effectiveness of this role is measured by customer satisfaction scores (NPS), support key performance indicators, service capacity, and phone resolution rates.

Core Responsibilities

The Support Specialist serves as the primary point of contact for customers, providing essential support and troubleshooting for various diagnostic instrument and application issues. This role involves both remote and occasional in-field assistance to ensure optimal performance of Abbott's diagnostic solutions.

• Provide primary contact support to customers for assay, application, operator, system, and instrument troubleshooting via phone or email, utilizing remote diagnostic tools.
• Conduct effective telephonic troubleshooting with customers and Field Service personnel concerning reagent and instrument problems.
• Manage the dispatching of calls requiring Field Service visits, including scheduling and follow-up.
• Act as the primary contact for customer requests related to CRLB products and customer agreements.
• Provide in-field application support and troubleshooting for the respective region as needed.

Technical Support and Field Coordination

• Perform initial telephonic contact with customers to determine analyzer, operator, application, or reagent problems.
• Conduct telephonic troubleshooting to achieve possible resolution of issues.
• Dispatch Field Service Engineers (FSEs) to customer sites if telephonic troubleshooting is unsuccessful or if on-site repair is the primary option for the reported issue or instrument error code.
• Prioritize field service calls, recognize, and resolve resource availability situations through skillful management and logical deployment of FSEs to enhance customer service levels.
• Collaborate with FSEs to ensure timely closure of all service calls, meeting Divisional requirements, and follow up on critical service calls for feedback on customer satisfaction levels.

Medical Event Reporting and Documentation

• Evaluate all customer calls according to the Medical Event reporting process to identify Potential Reportable Events (pREs) and forward relevant data to the Medical Event Group in the US, if applicable.
• Provide additional information for reportability decisions upon request from the Medical Event Group.
• Report any death or serious injury to the Medical Event Group in the US by phone or email without delay.
• Log each customer contact in the CMS Next Call Management System, evaluating and coding according to the Call Registration process.
• Report incidents and critical issues directly to the Call Centre Manager.
• Provide additional information required for complaint investigation upon request from Product Quality, and communicate investigation results to customers, providing feedback to Quality and management.

Candidate Profile

• Ability to work independently and escalate issues when necessary.
• Enthusiastic team player with a proactive attitude and personal adaptability.
• Demonstrated commitment to delivering high-quality results.

Required Qualifications

• 0-1 years of relevant experience.
• Possession of a Saudi Council of Engineers (SCE) or Saudi Commission for Health Specialties (SCHS) license.