Remote Support Specialist

Company Overview

Abbott offers meaningful work opportunities allowing employees to grow professionally and personally while supporting their families and individuality. The company is globally recognized as a great workplace noted for diversity, support of working mothers, female executives, and scientists.

About the Role

This position is based in Dammam within the Core Diagnostic Division. Abbott Diagnostics focuses on facilitating smarter health decisions globally, managing over 10 million diagnostic tests daily for millions of patients.

Key Responsibilities

• Serve as primary contact for customers providing support and troubleshooting related to assays, applications, operators, systems, and instruments via phone and email using remote diagnostic tools.
• Conduct telephonic troubleshooting for reagent and instrument issues and collaborate with Field Service personnel.
• Schedule and dispatch Field Service Engineer visits as needed and monitor resolution progress to ensure customer satisfaction.
• Manage customer inquiries regarding CRLB products and customer agreements.
• Investigate and report medical events, including potential reportable events, in coordination with the Medical Event Group in the US.
• Document all customer interactions accurately in the Call Management System and assist in complaint investigations.
• Coordinate with Field Service Engineers to prioritize and close service calls efficiently.

Required Qualifications and Skills

• Bachelor’s degree in Medical Technology, Biomedical Engineering, or related laboratory discipline.
• 0-2 years of experience in medical laboratory diagnostics or related field.
• Proficiency in English and Arabic, both spoken and written.
• Strong troubleshooting and problem-solving capabilities with the ability to work independently and escalate issues appropriately.
• Basic computer skills including Microsoft Excel, Word, PowerPoint, and fundamental IT/networking knowledge.
• Excellent telephone communication and interpersonal abilities.
• Knowledge of diagnostic markets, particularly Immunology and Clinical Chemistry products.
• Understanding of regulations and standards for in vitro diagnostics (IVDs) and biologics.
• Familiarity with scientific terminology and ability to engage successfully with laboratory professionals.
• Certification from Saudi Council of Engineers (SCE) or Saudi Commission for Health Specialties (SCHS) is required.
• Personal attributes: discipline, flexibility, strong teamwork spirit, excellent time management, attention to detail, and pride in delivering quality work.

Additional Information

Abbott is an equal opportunity employer committed to diversity and invites applicants to pursue careers that offer growth and a fulfilling work-life balance.