Capital Technical Support Specialist

Job description

About AbbVie AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube. 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. 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. 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