[한국애보트] Sr Remote Support Specialist

Diagnostics

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Core Job Responsibilities:

This role within Abbott Core Diagnostics Remote Support Center provides accurate, timely, and professional

technical assistance on Abbott Core Diagnostics laboratory products to customers across Asia Pacific (APAC) region. The role focuses on remote troubleshooting, customer support, quality case management, and promoting remote-first support solutions to enhance customer experience, improve operational efficiency, and reduce instrument downtime.

• Take ownership of assigned customer cases and maintain professionalism while managing complex technical issues.

• Communicate with customers via phone, chat, email, and other remote support channels to answer enquiries, assess customer needs, and provide technical guidance.

• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and reagent-related issues affecting Abbott diagnostic system by utilizing established support procedures and diagnostic tools.

• Apply appropriate processes, systems, and knowledge resources to identify root causes and provide effective solutions.

• Accurately document customer interactions, troubleshooting activities, and resolutions in the designated service management systems.

• Follow up on open service cases and collaborate with off-hours support teams and country organizations to ensure timely resolution and customer satisfaction.

• Apply clinical laboratory knowledge and technical expertise to support customers and contribute to the effective operation of Abbott diagnostic systems.

• Advocate and drive adoption of Abbott Remote Support solutions to enable faster issue resolution and improved customer experience.

• Perform instrument monitoring through approved dashboard visualization and remote monitoring platforms.

• Conduct proactive customer outreach when monitoring tools identify potential performance issues or opportunities to prevent downtime.

• Utilize available tools and data to identify trends and support initiatives that reduce unplanned downtime and improve instrument performance.

• Additional responsibilities (not limited to):

- Support continuous improvement initiatives aimed at enhancing customer experience, service quality, and operational efficiency.

- Participate in product training programs and ongoing technical development activities.

- Share knowledge and best practices with team members to improve overall team effectiveness.

- Collaborate with Field Service, Technical Support, Commercial, Quality, and other cross-functional teams to resolve customer issues.

Operational Excellence and Quality Responsibilities

• Responsible for implementing and maintaining the effectiveness of the Quality System.

• Provide customer phone support and perform instrument monitoring through dashboard visualization platforms (training and guidance will be provided).

• Deliver Level I technical support and assist with Level II support activities where required.

• Work with cross-functional teams to recommend and support issue resolution activities.

• Drive positive customer outcomes through quality support interactions and timely case resolution.

• Contribute to Customer Net Promoter Score (NPS) improvement through exceptional customer service and technical support.

Key Performance Metrics

• Improve Customer Satisfaction Score (NPS)

• Improve Phone Resolution Rate

• Decrease Phone Abandon Rate

• Improve First Contact Resolution (FCR) / First Line Resolution Rate

• Reduce unnecessary field dispatches through effective remote troubleshooting

• Service Ticket Compliance and Documentation Quality

• Response and Resolution Time Performance

• undefined

What Will Help You Succeed in This Role

• Strong analytical and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Effective communication skills with healthcare and laboratory professionals & internal stakeholders.

• Customer-focused mindset with a commitment to timely issue resolution.

• Ability to work independently while collaborating effectively across regional and cross-functional teams.

Education and Experience:

• Bachelor's Degree in Clinical Laboratory Science, Medical Technology, Biomedical Engineering, Life Sciences, Biology, Human Biochemistry, or related disciplines.
• Minimum 1 to 5 years of relevant experience in a clinical laboratory, diagnostics, medical device, healthcare support, technical support, or customer service environment. Depending on experience, qualifications, and demonstrated expertise, candidates may be considered for a senior position.
• Experience using laboratory automation systems and analyzers is preferred. Experience with Abbott systems is an advantage.
• Native Korean language proficiency is required, with the ability to provide technical troubleshooting and customer support to healthcare and laboratory customers. Professional working proficiency in English is required for training, documentation, case management systems, and collaboration with regional support teams.
• Candidates should demonstrate an understanding of medical laboratory workflows and the needs of laboratory professionals to effectively support customers.
• Experience providing technical or customer support in a call center, help desk, diagnostic, healthcare, or service environment is preferred.
• Strong customer service orientation and commitment to delivering a positive customer experience.
• Flexibility to support rotational schedules, public holiday coverage, or shift arrangements may be required based on business needs

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Support Services

DIVISION:

CRLB Core Lab

LOCATION:

Korea > Seoul : SamTan Building, 421 Youngdong-daero, Gangnam-gu

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable