Technician II, Remote Care
United States - Sylmar : 15900 Valley View Court
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JOB DESCRIPTION:
The Opportunity
Job Description
A healthy heart is essential to good health. That's why we're committed to advancing treatments for people with cardiovascular disease. As a global leader in Cardiac Rhythm Technologies, our breakthrough medical technologies help restore people's health so they can get back to living their best lives, faster. We focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.
This position works out of our Sylmar, CA location in the Abbott CRM Division
Works in a call center environment under close and direct supervision on defined work assignments while following established procedures. Exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.
What Youâll Work On
- Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callersâ product experiences. Documents patient and clinic system complaints by preparing Field Contact Reports (FCRâs) and forwarding them to the Product Performance Group.
- Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.
- Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for Abbott-proprietary remote care products.
- After-hours, âon callâ support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.
- Consistently meets departmentâs performance expectations.
- Complete required trainings and certifications, as needed.
- Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
- Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy.
- Maintain professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Within the department, works with other employees to maintain adequate availability for customer support.
- Perform other related duties and responsibilities, on occasion, as assigned. Overtime may be required.
Qualifications
- High School Diploma / GED
Preferred âŚ
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Collaboration CRM Customer service Diagnostics Healthcare IT Management Medical device Medical Devices Medical technologies Technical Support Telecommunications Troubleshooting
Experience0 years
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