<p>Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.</p> <p>Technical Support Lead</p> <p>Working at Abbott</p> <p>At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You'll also have access to:</p> <ul> <li> <p>Career development with an international company where you can grow the career you dream of.</p> </li><li> <p>Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.</p> </li><li> <p>An excellent retirement savings plan with a high employer contribution.</p> </li><li> <p>Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.</p> </li><li> <p>A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.</p> </li><li> <p>A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.</p> </li></ul> <p>The Opportunity</p> <p>This position works out of our Princeton, NJ location in the Abbott Point of Care business. Our Point of Care diagnostic portfolio spans key health and therapeutic areas, including infectious disease, cardiometabolic, informatics, and toxicology.</p> <p>The Technical Support Lead role will be responsible for addressing customer escalations, relating to product inquiries and complaints concerning all APOC products. Responsible for managing written inquiries with broader team. Responsible for overseeing the Contingent workers within the Technical Support department. Responsible for monitoring technical services team members incidents to ensure proper documentation and follow-up on incidents. Escalates all unresolved issues to TS Manager. Will work under minimum oversight of leadership.</p> <p>What You'll Work On</p> <ul> <li> <p>Ability to work with internal and external customers in person, over the phone and through email.</p> </li><li> <p>Demonstrates advanced knowledge of the i-STAT 1, Informatics and Alinity products.</p> </li><li> <p>Troubleshoots complex complaints for both i-STAT 1 and Alinity products for worldwide internal and external customers.</p> </li><li> <p>Provides worldwide technical product support for high-severity requests or issue escalations.</p> </li><li> <p>Assists technical services trainer establish and refine training processes for on-boarding new team members as well as keeping current team members up to date on departmental processes and product updates/changes.</p> </li><li> <p>Provides coaching, leadership, and guidance to Contingent workers.</p> </li><li> <p>Creates technical documentation related to product Support guide(s) used by worldwide support teams.</p> </li><li> <p>May lead a project with a limited scope, but usually a contributor on broader projects.</p> </li><li> <p>Will be responsible for running and maintaining data for various mandatory reports from Rocket ware. May be responsible for running reports from Five system.</p> </li><li> <p>Will be responsible for reviewing of incidents for accuracy scoring and maintain scoring reports for the Technical Support team members.</p> </li><li> <p>Proven ability to manage multiple priorities, being detail oriented while paying attention to timelines and quality.</p> </li><li> <p>Perform other duties as assigned.</p> </li><li> <p>Ensures Quality System compliance - maintains awareness of standards that regulate our industry.</p> </li></ul> <p>Required Qualifications</p> <ul> <li> <p>Bachelor's degree in a technical field required.</p> </li><li> <p>5+ years of work experience in technical support or related field in a medical device industry</p> </li></ul> <p>Preferred Qualifications</p> <ul> <li> <p>Masters degree preferred.</p> </li><li> <p>Supervisory experience within a customer facing team</p> </li><li> <p>Experience in working within and tracking to key performance indicators (KPI's such as CSAT)</p> </li><li> <p>Must have comprehensive written and verbal communication, interpersonal, presentation, analytical, organizational skills, and the ability to meet deadlines.</p> </li><li> <p>Be a tech-savvy individual with ability to quickly and effectively learn new technology and products (complex hardware, software, other products)</p> </li><li> <p>Demonstrates technical and business competencies that drive results and continuous improvement.</p> </li><li> <p>Confidence to overcome objections.</p> </li><li> <p>Must be independent, self-motivated, and success-driven, yet willing to work within a team.</p> </li><li> <p>Must possess comprehensive personal computer skills (experience with Microsoft Office or equivalent required) to develop technical materials.</p> </li></ul> <p>Apply Now</p> <p>Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/</p> <p>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.</p> <p>Connect with us at abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers.</p> <p>The base pay for this position is $60,000.00 - $120,000.00. In specific locations, the pay range may vary from the range posted.</p>