JOB DESCRIPTION:

Abbott is a global healthcare company committed to helping people live not just longer, but better. We employ around over 100,000 people in 150+ countries with a diverse portfolio spanning pharmaceuticals, nutrition, diagnostics and devices.

At Abbott, you have the opportunity to make a positive impact on the world through challenging and rewarding work as part of a highly successful and trusted organization that is shaping the future of health. Realize your potential!

Position Summary
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic 
outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts 
that are shaping the future of diagnostics around the world.
The Technical Support Specialist documents complaints and inquiries on product distributed by Abbott 
ARDx through Infectious Diseases, Toxicology, Cardiometabolic and Informatics business units. The role 
provides first line technical support to end users, distributors and commercial teams via phone, webbased tools and e-mail. Technical support assists the customer by providing guidance on the products 
intended use and addressing specific user issues. The team carries out its responsibilities while 
maintaining compliance to medical device and diagnostics post-market surveillance regulations.

Essential Duties and Responsibilities (Key Activities)
Role Responsibility
Technical Support 
Specialist
 Receive inbound Customer calls and email 
communications and address in a professional and 
friendly manner. 
 Review, prioritize and manage group mailboxes to 
ensure all inquiries and complaints are actioned
 Maintain ability to comply with business continuity 
plan (i.e. Work remotely if required) 
 Provide first level support in troubleshooting customer 
complaints across the designated product range by 
analyzing customer problems and asking the 
appropriate questions to resolve.
 Documenting complaints and inquiries using the 
appropriate guidelines and procedures to ensure 
accuracy of the records. 
 Communication of complaint investigation conclusions 
to customers through written reports and phone conversations.
 Review, prioritize and manage group mailboxes to 
ensure all inquiries and complaints are actioned as per 
procedures. 
 Resolve and address any complaints or inquiries within 
the targets described within the key performance 
indicators for individuals, the team and the company.
 To continually evaluate and identify opportunities to 
drive process improvements that positively impact the 
customer experience. 
 Develop and maintain areas of expertise in product 
specialisms required for role; sharing and expanding 
knowledge within the ARDx Technical Support team.
 Continuously evaluate and identify opportunities to 
drive process improvements that positively impact the 
customer’s experience. 
 Support the Technical Support Team Lead / Supervisor 
in their designated country by fostering teamwork by 
organizing workload & escalating in country issues.
 Support the team as SME for Product/Process/System 
and develop expertise in designated products.
 Responsible for ensuring Hub training material is up to 
date on product updates/launches and training Hub 
team as needed. 
 Support customers in different market time zones as 
required for the position

Dimensions – Education / Experience / Skills  Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.  Minimum 3 years of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints. Fluency in the language required for the rol

People Skills • Communication Clarity
• Positivity
• Adaptability
• Active listening
• Empathy
Performance Management • Management of Day-to-day workload
• Support network for Associates
• Dashboard management
Team Management • Planning and Organizing
• Problem Solving
• Teamwork and collaboration
Technical Skills • Technical SME
• Process & Product Expertise
• System and Tools proficiency
 Demonstrates the application of advanced problem-solving methodologies, is detail-oriented, a criticalthinker, and experienced at investigating and resolving complex issues
 Demonstrates an advanced understanding of the principles of good Technical writing

Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
 Fluency in a second European/APAC language is a distinct advantage
 Strong written and verbal communication skills
 The role is office based but a degree of flexibility is required. 
 Ability to take ownership, organize workload and change priorities quickly 
 Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support 
Team Lead / Supervisor. 
 Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive 
and readily embraces change. 
 Self-starter possesses flexibility and ability to work under pressure in a fast-changing environment and 
ambiguous situations with shifting priorities. Supporting different markets as needed.
 Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to 
both customers and colleagues as necessar

Apply Now :

• Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
• Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

ID Infectious Disease

        

LOCATION:

Algeria > Algiers : Micro-Zone d'activité Hydra

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable