Veterans at Abbott
Abbott Customer Support & Service Specialist in Singapore, Singapore
Supporting Field Service Engineering team and Technical Support Managers in APAC on the back-office support activities
Update Customer IB & CRM
Receive customer call and assign to respective FSE or TSM/ regions
Capturing call details in the Service Max and follow up on the closer exceeding set threshold
Maintain record of jobs performed by Filed Engineers in the system
Prepare service quotes & contract quotes dispatch to customers
Receive Orders from customers and Distributors (CPs) and execute them – work with order processing team
Order spare parts / Modules for AV equipment based on request given and work closely with warehouse team for receipt and dispatch
Communicate customers on dispatches and updates to keep customer informed all the time.
Work with Closely with Customer support team in other regions and with Global AVD team
Should come up with innovative ideas and thoughts to improve processes and to drive efficiency in service operation
Develop Service documents for Processes and QMS needs; FSE hand book
Extract data from the Service Max to slide and dice for data analysis and for monthly Service dash Board reporting to Sr. Manager CS APJ and for KPI Bowler
Support Front office activities, picking up phone calls, receiving documents, etc
Performs other related duties and responsibilities, on occasion, as assigned.
Complies with quality and 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.
Bachelor's Degree or equivalent experience (Economics/Business/Commerce)
Min 3 years’ experience in customer support role with medical systems.
Working experience with technical support Field team in medical devices is advantageous
Highly self-motivated, ability to perform, having agility and aspiration to grow
Good expertise in using tools like Excel & Power IB, working knowledge in using online service software tools like Service max or SFDC, SAP would be an added advantage
Experience in data mining, reporting for service dash board and KPIs
Worked in Call center and/or Technical Assistance Centre, in call logging, call scheduling, FSE dispatch and customer communication
Possess excellent written and oral skills, including demonstrated ability to prepare written documentation in regulated environment
Demonstrates strong organizational skills, ability to prioritize tasks and manage time efficiently.
Able to work collaboratively and professionally with management, peers, and customers as an AVD employee.
Experience working in a broader enterprise/cross-division business unit model preferred.
Ability to work in a high matrix and geographically diverse business environment.
Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
Strong organizational and follow-up skills, as well as attention to detail.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email firstname.lastname@example.org