[Remote] Technician 1, Remote Care

Note: The job is a remote job and is open to candidates in USA. Abbott is a global healthcare leader that helps people live more fully at all stages of life. They are seeking a Remote Care Technician I to respond to technical inquiries and provide support for remote patient monitoring. The role includes troubleshooting technical issues, guiding patients through equipment setup, and documenting complaints and technical issues.

Responsibilities

• Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers
• Triages calls and may forward them to other personnel for further assistance when appropriate
• Problems involve website navigation and troubleshooting, patient monitor set-up, and product information for remote care products; usually refers more complex problems to supervisor or more senior level personnel
• Remains abreast of remote care advancements within SJM and industry
• On a 24-hour, “on call basis” (rotating between other department employees) follows outlined protocols to guide patients over the telephone to manually transmit transtelephonic data from a patient’s Implantable Cardiac Defibrillator (ICD) or Pacemaker patient device
• This includes assisting with failed automatic transmission as well as facilitating manual transmissions required due to equipment connection issues
• Directs patients on the proper installation and set-up of transmitter equipment and assists in troubleshooting transmitter connectivity issues
• Documents patient system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to Product Reporting
• Documents and forwards transmitter/receiver technical issues, anomalies, and engineering improvements by completing Software Work Requests (SWR’s)
• Guides customers in navigating the Merlin.net website
• Responds to physician and clinician password reset requests to the Merlin.net website
• Assists customers by providing alternative data transmission options when the server or Information Technology (IT) connections are temporarily down
• Following a set of standard routines, refers implantable device issues to the Technical Services Department
• Resolves and/or facilitates the resolution of problems including identifying their causes to prevent reoccurrence
• Complete required trainings and certifications as needed

Skills

• High school diploma or other specialized training/equivalent related experience
• Ability to work in a highly matrixed and geographically diverse business environment
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment
• Ability to leverage and/or engage others to accomplish projects
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
• Multitasks, prioritizes and meets deadlines in timely manner
• Strong organizational and follow-up skills, as well as attention to detail
• Ability to travel approximately 10%, including internationally
• Ability to maintain regular and predictable attendance
• Prefer experience in a customer service, product support, IT, telecommunications or related role with medical device technical support experience preferred
• Experience working in a broader enterprise/cross-division business unit model preferred

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