Technical Support Coordinator

6 months ago

Maidenhead, United Kingdom Abbott Laboratories Full time

We are recruiting for a **Technical Support Coordinator** to be responsible for the front and back office administrative and logístical 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.

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