Technical Support Associate (Mandarin-Bilingual)

Job description

JOB DESCRIPTION:Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges. Working at AbbottAt Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to: • Career development with an international company where you can grow the career you dream of. • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. The OpportunityAs the Technical Support Specialist, you will provide advanced first-line technical support for Abbott Rapid Diagnostics (ARDx) products across the Infectious Diseases, Toxicology, Cardiometabolic, and Informatics business units. The Specialist documents and manages customer complaints and inquiries while ensuring full compliance with medical device and post-market surveillance regulations. This role delivers expert product guidance via phone, email, and web-based tools, resolving complex technical issues and enhancing overall customer experience. What You’ll Do• Respond professionally to inbound customer calls and emails, ensuring a positive and supportive experience. • Review, prioritize, and manage shared group mailboxes, ensuring all inquiries and complaints are actioned promptly and in line with procedures. • Provide advanced first-level troubleshooting across designated product ranges, using strong analytical skills to identify root causes and guide customers toward resolution. • Document all complaints and inquiries accurately in accordance with Quality System guidelines and regulatory requirements. • Communicate investigation outcomes clearly through written reports and verbal updates. • Meet defined targets for response times, documentation quality, and complaint resolution KPIs. • Identify, recommend, and support implementation of process improvements that enhance team efficiency and customer satisfaction. • Develop and maintain subject matter expertise (SME) in product specialties, supporting knowledge sharing across the Technical Support team. • Act as SME for product, process, or system-related matters and provide specialized support to colleagues as required. • Ensure training materials are updated for product launches and updates and support training for Hub teams. • Support Technical Support Team Lead/Supervisor by organizing workload, fostering teamwork, and escalating country-specific issues when necessary. • Support customers in various global time zones as required. Requirements• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline (e.g. Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering). • 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 is required for the role. • Advanced analytical problem-solving skills and demonstrated ability to resolve complex technical issues. • Strong technical writing skills with advanced understanding of documentation principles. • Proficiency in MS Word, PowerPoint, Excel, and Outlook. • Ability to manage workload independently, adapt to shifting priorities, and maintain performance in a fast-paced environment. • Strong interpersonal, verbal, and written communication skills with ability to explain complex technical concepts. Location: This position is based in Philippines. 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/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY:Operations Quality DIVISION:ID Infectious Disease LOCATION:Philippines > Taguig City : Five/Neo Building ADDITIONAL LOCATIONS: WORK SHIFT:Standard TRAVEL:Not specified MEDICAL SURVEILLANCE:Not Applicable SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)