Support Coordinator

1 month ago

England, United Kingdom Abbott Laboratories Limited Full time

We are recruiting for a Technical Support Coordinator to be responsible for the front and back office administrative and logistical support for the Vascular Capital Equipment Service Team across Region North (UK, Ireland, Poland, Nordics, Baltics), based from our Maidenhead office. What you’ll do:

  • Provide Tier 1 Technical Support for the company’s capital equipment systems to customers and internal staff, to include, opening a case for each technical support request, qualifying the case, following up on open cases until resolution, and efficiently and effectively partners with field service personnel
  • Handle incoming calls by phone and mail for external and internal customers, and associated administrative actions, such as preparing correspondence, maintaining electronic files, compiling and preparing reports etc.
  • Determine if and when to deploy field service support and/or equipment to customer location
  • Identifies and implements the most effective and cost-efficient means of resolution
  • Escalate complex cases
  • Documents, updates, and completes all calls in the appropriate call support system
  • Managing order processing for all servicing related activities, including sending repair/replacement parts to customers and create field service work orders when appropriate
  • Support the Capital Equipment team members for optimal scheduling of field interventions, both non-planned and planned
  • Assist in administrative follow-up and documenting field service interventions per QA system requirements
  • Assist in Capital Equipment customer service tasks such as management of the demo systems
What you’ll need:
  • Bachelor's Degree in technical field ideal or equivalent experience (emphasis on electrical or hardware engineering preferred)
  • Business administrative experience is required
  • Ideally previous experience in scheduling tasks and/or people using any kind of scheduling software
  • Strong verbal and written interpersonal and communication skills, with the ability to effectively communicate at multiple levels in the organisation
  • Strong organisation and follow-up skills
  • Ability to work independently in a fast-paced environment with little supervision and maintain superb attention to detail
  • Computer skills: MSOffice and SAP required
  • Ability to be flexible and respond to situations at short notice
  • Familiarity within medical devices or cathlab/operating room procedures and protocol would be a plus
  • Knowledge of warehouse executions is a plus
As you’d expect from a global healthcare company, we offer a fantastic range of benefits to support you and your family, including competitive salaries and bonus potential, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme. Please visit Abbott Careers site and search for position ID - (phone number removed) to apply

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