Technical Support Specialist (Mandarin-Bilingual)
JOB DESCRIPTION:
The Technical Support Specialist provides 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.
Essential Duties and Responsibilities (Key Activities)
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 areactioned 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.
Dimensions - Education / Experience / Skills
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.
Self-starter with a proactive, positive mindset and ability to succeed in ambiguous or rapidly changing situations.
The base pay for this position is
N/AIn specific locations, the pay range may vary from the range posted.