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Irving - Customer Support Specialist II (Field based remote Dallas-Fort Worth Area, TX)

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About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

  • Career development with an international company where you can grow the career you dream of.
  • Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
  • An excellent retirement savings plan with high employer contribution.
  • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
  • This position is remote.
  • Qualified candidates must currently live in the Dallas-Fort Worth Area, TX
  • Travel up to 25%

What You’ll Work On

Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. Efficiently provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance.

Go above and beyond to respond to customer needs by partnering with sales, marketing, and other functional areas while adhering to current compliance guidelines.

  • Represent the Abbott Diagnostic Division to its customers:
  • Responsible for providing on-site support to ADD customers
  • Support field personnel and District business objectives and goals
  • Provide direction and develop mentoring skills to mentor
  • other FSRs
  • Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database
  • Understand and follow the Quality System through accurate and timely documentation of complaint resolution.
  • Understand and practice regulatory and compliance procedures.
  • Maintain a safe work environment following laboratory safety guidelines.
  • Schedule and complete routine preventive maintenance, installations, and other updates provided by Abbott.

Integrate effectively into the service team:

  • Work effectively within a diverse and dynamic team environment
  • Support on-call rotation
  • Time, territory, and inventory management
  • Standby and after-hours responsibilities
  • Flexible working hours
  • Unpredictable Travel
  • Travel for the support of other territories and training
  • Providing on-site critical account support inside and outside of district boundaries.

Responsible for IRL ownership to achieve organizational goals and customer satisfaction.

Responsible for working cross-functionally to achieve customer satisfaction through direct communication

within the local performance partnership teams (P2T).

Responsible for maintaining ownership of customer issues until successful escalation or handoff takes place.

In addition, this position requires the following:

  1. superior technical competency
  2. Pro-Active Account Management
  3. complete instrument training across geographical IRL.
  • Responsible for implementing and maintaining the effectiveness of the quality system.
  • Provide superior customer service through applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations.
  • Delight our customers by providing support, including installation, Preventive Maintenance, and Technical.
  • Service Bulletins and repair by documenting, following up, and closing calls as per Abbott Diagnostics' quality system
  • Partner cross-functionally and internally while maintaining positive relationships and ensuring issues are addressed
  • resolved efficiently and satisfactorily while exceeding customer needs
  • Successfully achieve the established business metrics, including service sales, cost of service, and key.
  • performance indicators for assigned customers/accounts
  • Champion the utilization of remote support tools to proactively improve instrument uptime
  • Proactively improve expertise through continuous learning and certifications.
  • Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional manner
  • Forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.
Required Qualifications
  • Bachelor’s degree or equivalent relevant experience required.
  • Travel up towards 25%.

Preferred Qualifications:

  • Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology.
  • Practical experience in interfacing with customers.
  • Troubleshooting/problem-solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, PowerPoint, Internet, Remote Computing i.e. VPN, remote troubleshooting, etc.), effective communication skills, and strongly demonstrated interpersonal skills
  • Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $26.35 – $52.65 per hour. In specific locations, the pay range may vary from the range posted.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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