Technical Services Specialist
1 month ago
APAC Technical Support Overview:
APAC Technical Support is part of the global Technical Support Groups network, catering to complaints and inquiries related to Abbott ARDx products in the Asia Pacific Region. The role involves providing initial technical assistance to end users, distributors, and commercial teams through phone, web-based tools, and email while ensuring compliance with medical device and diagnostics regulations.
Primary Responsibilities and Duties:
- Receive and handle inbound customer calls and emails professionally.
- Manage group mailboxes to address inquiries and complaints promptly.
- Offer first-level troubleshooting support for customer complaints.
- Document complaints and inquiries accurately and comprehensively.
- Communicate investigation findings to customers clearly.
- Resolve complaints within specified timelines.
- Identify process improvement opportunities.
- Develop expertise in product specialties and share knowledge within the team.
Requirements:
- Minimum Qualifications: Certificate, Diploma, or Bachelor's degree in relevant disciplines.
- 2-3 years of experience in medical/clinical environments or customer-facing support roles.
- Advanced problem-solving skills, attention to detail, and ability to resolve complex issues.
- Proficiency in technical writing and computer literacy.
- Fluency in Japanese and strong communication skills.
- Flexible, organized, and proactive mindset.
- Ownership of tasks and ability to adapt to changing priorities.
- Self-directed, innovative, and open to change.
- Focus on driving positive customer experiences through process enhancements.
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