Capital Technical Support Specialist

Purpose:

Customer Service embraces the responsibility of making a remarkable impact on peoples 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 companys 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.
• Process returns according to Terms and Conditions Critical knowledge and application of Terms and Conditions
• 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.

Qualifications :

• 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.

Additional Information :

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. Thats 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 familys 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 companys 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  & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:

Work :

No

Employment Type :

Full-time