• Technical Call Center Jobs in United States Of America - 23788822

  • Abbott India Ltd
  • United States Of America, Usa
  • Save Job
  • 3 - 5 Years
  • Posted : above 1 month

Job Description:

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 103,000 colleagues serve people in more than 160 countries

Primary Job Function

Responsible for implementing and maintaining the effectiveness of the quality system

Provide support to Abbott Diagnostics Division (ADD) customers and field personnel as the primary contact for troubleshooting and resolving instrument and/or reagent problems; provide on-site and critical account support where required; handle high volume or critical; high-risk accounts in addition to other routine requests May train customers and other members of the CSC

Core Job Responsibilities

Responsible for implementing and maintaining the effectiveness of the quality system

Handle customer phone calls analyze problems; diagnose probable causes; systematically eliminate alternatives; provide troubleshooting solutions Direct customer in troubleshooting activities; test success of troubleshooting or repair Document product complaints within established guidelines Recognize and communicate repeated product issues Provide data to the organization on customer use/preferences leading to customer driven design/customer usability Investigate individual problems and identify causes; develop solutions Escalate problems to appropriate resource level for solution Provide training and information Present project results or product technical information Use problem-solving activities to increase customer self-sufficiency Conduct classroom and one-on-one training Take initiative to make changes to improve how work is done adopt process improvement focus (kaizen) Influence product design/reliability improvement

Work with the customer to integrate instruments into their laboratory work flow, prepare customers to take ownership of the instrument; manage process to meet customer expectations and timelines Frequent interaction with customers over the telephone, some involvement in CSC teams and critical account management Interact with field service, TSS, vendors or others on technical issues Establish and maintain active communication with sales and marketing regarding customer issues Present technical information to direct management/peers and other functional groups Analyzes discrete issues and provides solutions Probes for information (pursues leads), applies standard troubleshooting tools or concepts to identify the real issue and its root cause, distinguishes between customer resolvable issues and referrals, identifies consequences and develops solutions eg differentiates Abbott product issue from customer misuse; determines level of urgency

Analyzes Issues in Context and Provides Solutions Pulls together information from multiple customers to consider the perceived problem and its context, does not stop at the first answer, identifies potential issues; develops recommendations that reflect customer and Abbott business needs; eg; determines root cause of problem rather than sending out replacement product; gives customer information to prevent future problems; Clarifies Ideas Organizes thoughts and information into clear explanations or presentations; identifies the central theme; coordinates related ideas into a cohesive structure; eg; organizes troubleshooting information in a logical sequence

Identifies Patterns Identifies missing information or recognizes underlying issues; identifies patterns that cut across several situations or customer issues; determines alternatives by considering the impact of the solution on costs; performance and the business; eg; understands how instrument usage affects laboratory processes; Effectively Manages Time Defines tasks necessary to meet goals; prioritizes tasks; organizes own activities and time to complete multi-faceted tasks and assignments, eg; prioritizes tasks in order to cover emergencies; participates with group to develop project timeline and complete required action items Makes Decisions Evaluates alternative courses of action and reaches sound decisions; determines the need to escalate issues; identifies and explains the short and long term effects of decisions, eg knows when to stop reacting and place emphasis on prevention; recognizes financial implications of decisions Evaluates Impact Assesses the impact a decision will have on the company and customers; makes critical on the- spot decisions when necessary; evaluates the implications of new information or events, eg determines benefits/drawbacks of dispatching a Field Service Representative (FSR) or replacing a product at no charge to the customer Satisfies customer requirements Identifies customer needs and anticipates problems; identifies issues requiring resolution; seeks feedback from customers and uses it for improving service level, recommends alternatives to maintain customer satisfaction; eg proactively notifies a customer rep or TTS of customer need; changes behavior based on customer survey results; recognizes customer needs and recommends training program

Works Collaboratively with Customers Establishes partnership relationships with customers; works

collaboratively to both educate and learn, assists in implementation and follow-up, understands the customers business and anticipates how ADD products can help improve productivity and effectiveness; eg; jointly develops customized integration process; identifies customer need and recommends an additional product; Actively Listens Listens actively to acquire information and understand the others viewpoint; asks questions to elicit further information; reads non-verbal and tone of voice cues and adjusts manner accordingly, verifies understanding of others inputs; eg; identifies customer issue by using good probing questions; responds empathetically to concerns of a peer; restates customer concern during interaction Exchanges Information Exchanges information internally and externally with appropriate frequency and within a time frame to maximize its utility; verifies information is understood by recipient; confirms agreement to action plan, eg sends follow-up letter to customer; notifies sales rep of customer problem; shares information and knowledge with peers

Makes Presentations Makes presentations to peers; managers and areas outside of CSC, creates presentation and training materials, eg translates problem-solving task into training opportunity; uses data and presents within own functional area to influence decision Speaks and Writes Effectively Presents ideas clearly and concisely; adjusts communication to audience needs; defines appropriate communication method for disseminating information; eg; explains clinical applications or procedures; converses with customer at their level of expertise; writes technical documents; documents information clearly Acts Proactively Takes initiative to exert a positive influence on business productivity; confronts issues in a constructive manner and at an appropriate organizational level; takes ownership Motivates Self and Others Encourages others to achieve goals; stimulates others to think out of the box; inspires others to reach new milestones; displays a positive attitude, eg sets challenging goals for self and others; turns negative conversations toward the positive

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Healthcare, Manufacturing/Industrial
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 11th Apr 2020

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