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IT Remote Support Agent
Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential because better health allows people and communities to achieve more.
Het bedrijf / The company
With a diverse, global network serving customers in more than 160 countries, we create new solutions across the spectrum of health, around the world, for all stages of life. Whether it"s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.
De functie / The role
Title: Remote Support Agent - Professional Services Informatics
Primary job function
This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD Informatics products and services before, during, and after a transaction (customer call or mail) to maintain and improve the organization's customer relationships:
Communicate with customers (via phone, email or online discussion boards) to answer their inquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software issues, and able to do basic troubleshooting and call registration for Diagnostics products.
Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
Record accurately information in the appropriate system and make sure to follow up with the "Off hours" team and specific country team.
This team will specifically work in the "Off hours" support center that will be based in Hoofddorp - The Netherlands
The resource will apply their Informatics and technical knowledge, clinical laboratory experience to provide continual support services to ensure ongoing customer satisfaction. Additional responsibilities include:
Promoting the technical expertise of support personnel
Serving as a liaison to the "day shift" support teams
System to use : CMS Next for ticket registration, MyGSS ( technical database) , KM ( Knowledge management - instructions and documentation tool) , GSR - Service data - GPPM ( Global part master file) , CCC ( customer care calendar -dispatch tool -TBD) , Log IC, LOGICAL, AHR ( troubleshooting tools)
Core Job Responsibilities
Responsible for implementing and maintaining the effectiveness of the quality system.
The "Off hours" support agents will play the following roles:
Customers Phone support and documentation for: AMS , IMS and BIS products, as well as basic support on DMS and ADD Architect, Alinity, Hematology products and solutions ( Automation )
Work with cross-functional teams to propose, recommend and provide resolution to issues.
Level I & II support for customer"s problem resolution
Quality of support and Customers satisfaction will be measured through tNPS and specific customer interviews ( rNPS)
Het profiel / Your profile
Minimum Experience / Training Required
Experience in informatics technical application experience in hospital or laboratory settings.
Practical experience on server technologies/services; workstation/desktop technology; internet protocols; remote connectivity; corporate virus protection products; back-up systems; firewalls and VPN client and tunnel technologies
Basic clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
Study background: Bachelor"s degree in computer science; information systems; medical technology; or related field. Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry
Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction customers. Other competencies, such as the ability to work in team-oriented environments, adaptability and high initiative, are also critical.
Multiple language knowledge is essential: We are looking for someone who is at least fluent in Italian and English + one other European language (see below)
Language level needs to be suitable for customer exchange and technical troubleshooting activities. English ( All trainings, documentation and ticketing are done in English)
plus at least one preferably two other language with fluent level
Language needed : French, Italian, Spanish, Portuguese, German - optional : Dutch
Knowledge of Turkish, Arabic or Russian is definitely a plus.
Reactie / Reaction
Interested? Please apply via our website. For questions please contact Marloes Pullens via email@example.com