Technician I, Remote Care

Working at Abbott At 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’ll also have access to... • Career development with an international company where you can grow the career you dream of. • Free medical coverage for employees* via the Health Investment Plan (HIP) PPO • An excellent retirement savings plan with high employer contribution • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. • 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 Opportunity This position works out of our Pleasanton, California location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives. The Remote Care Technician I Provides technical and applications support for Division capital equipment systems to customers and Division staff. Efficiently and effectively provide troubleshooting to patients, clinics and field services personnel. Ensures human capital utilization is balanced in the most cost effective manner in accordance with established budgets, policies, procedures and quality standards. Represents Technical Services in areas related to the quality system at product division levels in complaint handling, failure investigation, trend analysis, and tracking of quality actions in compliance with plans. Seeking candidates who will meet and exceed customer expectations by striving for the greatest possible reliability and quality in our products, processes and systems through accountable, competent, and professional support. What You’ll Work On • Answers internal and external clinical and technical questions via phone and email. • Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure. • Provide feedback to customer or Division personnel involved. • Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system. • Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution. • Determines if and when to deploy field service support and/or equipment to customer location. • Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures involving Division capital equipment systems. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups. • Designs, develops, and implements content and materials for Technical Services training programs for employees in the Technical Services department. • Participates in the technical and clinical training of new employees. Updates education programs on a continuous basis. • Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes. • Documents, updates, and completes all calls in the appropriate call support system. • Sends repair / replacement parts to customers and creates field service work orders when appropriate. • Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products. • Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. • Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Required Qualifications • Bachelors Degree (± 16 years) In technical field (emphasis on electrical or hardware engineering preferred). • An equivalent combination of education and work experience Preferred Qualifications • Minimum 2 years Clinical or lab experience working with medical systems. • Strong oral, written, and computer (MS Word, Excel, Outlook) skills. • Customer service experience in a medical environment. • Superior customer experience a must. • Can do attitude a must. • Experience working in a broader enterprise/cross-division business unit model preferred. • Ability to work in a highly matrixed and geographically diverse business environment. • Ability to work within a team and as an individual contributor in a fast-paced, changing environment. • Ability to leverage and/or engage others to accomplish projects. • Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization. • Multitasks, prioritizes and meets deadlines in timely manner. • Strong organizational and follow-up skills, as well as attention to detail. • Ability to maintain regular and predictable attendance. • Regularly scheduled overtime is a requirement of this position Apply Now • Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year. Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com 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 $21.70 – $43.40 per hour. In specific locations, the pay range may vary from the range posted