Capital Technical Support Specialist

Purpose:

Customer Service embraces the responsibility of making a remarkable impact on people’s lives through best-in-class service levels & efficient business solutions we create together. This is driven by our compassion for people, commitment to innovation & inclusion, service to the community, & uncompromising integrity at the heart of everything we do. The Customer Service Associate is responsible for supporting first and second-tier medical device support via phone, email and online web tools. This role collaborates with business partners throughout the organization to drive customer loyalty & achievement of the company’s sales / revenue objectives by achieving the highest level of operational effectiveness & delivering exceptional customer service.

Responsibilities:

• Provide first and second tier Product support via phone, email, online web tools.
• Open and handle multiple cases daily. Write, communicate, and submit customer complaints within the required QA timeframe.
• Process customer orders including order entry, order status, document creation, order release, shipment tracking, and document management for various order types.
• Support Customer Service Operations project initiatives.
• Support Key Performance Indicators to achieve department service level goals.
• Identify process improvements where applicable for superior customer service including new customer requirements.
• Participate in weekly after-hours call rotation of on-call schedule.
• Work with our service department to coordinate product replacement logistics and in-field repair scheduling.
• Effectively handle direct communication with our customers and work closely with the Service Coordinator to facilitate non-warranty quotes, orders, and replacements.
• Complete/apply all quality, regulatory safety, and compliance training.
• Support audit documentation requirements for internal Quality, external regulatory agencies and/or customer.

• Highschool diploma or GED equivalent required. Degree preferred.
• Knowledge of device troubleshooting. Medical device troubleshooting preferred. 
• Proficient in relevant software, Microsoft Office (Excel, Word), ERP/SAP, SharePoint, customer feedback system
• Ability to interact with all levels of personnel, customers and sales force.
• Analytical and problem-solving skills, proven ability to conduct a root cause analysis to make decisions within the scope of responsibility.
• Ability to multitask, prioritize work, effective time management and organizational skills.
• Ability to work independently and in a team environment.
• Keen attention to detail with a prominent level of accuracy.

At AbbVie, we are committed to cultivating a workplace culture that promotes inclusion, diversity, and personal growth. We recognize that our collective success is based on the individual well-being of our employees, which is why we have designed a benefits package that considers every aspect of their lives.

• Enhanced Health and Wellness Coverage: Our administrative staff enjoys comprehensive medical and dental insurance, ensuring peace of mind for you and your loved ones. 
• Extended Vacation: We believe in the balance between work and personal life for our administrative team. That’s why we offer additional vacation days, beyond legal requirements. 
• Flexible Hybrid Work Model: For eligible positions within our administrative staff, we have adopted a hybrid work scheme allowing the convenience of working from home two days a week.
• Life Insurance: Secure your family’s future with our life insurance policy.  
• Employee Assistance Program (EAP): Access professional support with our comprehensive EAP, offering psychological, legal, and financial counseling.
• On-Site Health Services: Benefit from the convenience of having a company doctor and physical therapy services, demonstrating our commitment to your health and well-being. 
• Community and Social Engagement: Make a difference with a paid volunteer day, allowing you to contribute to the community during company working hours. 
• Special Leave Benefits: Celebrate your life achievements with extra leave days for marriage and enjoy your birthday with a day off. 
• Employee Stock Purchase Plan: Participate in our company's success by purchasing shares at a special price exclusive to employees. 
• Transportation and Meals subsidized. 
• Solidary Association: Join a community focused on mutual help and enjoy the benefits that come with being a member.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html