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Abbott · 19 hours ago

Technician 1, Remote Care

United States

Full-time

Remote

New Grad, Entry Level

$18.70/hr - $37.40/hr

Abbott is a global healthcare leader that helps people live more fully at all stages of life. They are seeking a Remote Care Technician I to respond to technical inquiries and provide support for remote patient monitoring. The role includes troubleshooting technical issues, guiding patients through equipment setup, and documenting complaints and technical issues.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

Responsibilities

Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers

Triages calls and may forward them to other personnel for further assistance when appropriate

Problems involve website navigation and troubleshooting, patient monitor set-up, and product information for remote care products; usually refers more complex problems to supervisor or more senior level personnel

Remains abreast of remote care advancements within SJM and industry

On a 24-hour, “on call basis” (rotating between other department employees) follows outlined protocols to guide patients over the telephone to manually transmit transtelephonic data from a patient’s Implantable Cardiac Defibrillator (ICD) or Pacemaker patient device

This includes assisting with failed automatic transmission as well as facilitating manual transmissions required due to equipment connection issues

Directs patients on the proper installation and set-up of transmitter equipment and assists in troubleshooting transmitter connectivity issues

Documents patient system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to Product Reporting

Documents and forwards transmitter/receiver technical issues, anomalies, and engineering improvements by completing Software Work Requests (SWR’s)

Guides customers in navigating the Merlin.net website

Responds to physician and clinician password reset requests to the Merlin.net website

Assists customers by providing alternative data transmission options when the server or Information Technology (IT) connections are temporarily down

Following a set of standard routines, refers implantable device issues to the Technical Services Department

Resolves and/or facilitates the resolution of problems including identifying their causes to prevent reoccurrence

Complete required trainings and certifications as needed

Qualification

Customer serviceTechnical supportRemote care knowledgeProblem-solvingMultitaskingCommunication skillsOrganizational skillsAttention to detail

Required

High school diploma or other specialized training/equivalent related experience

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 travel approximately 10%, including internationally

Ability to maintain regular and predictable attendance

Preferred

Prefer experience in a customer service, product support, IT, telecommunications or related role with medical device technical support experience preferred

Experience working in a broader enterprise/cross-division business unit model preferred