**_MAIN RESPONSIBILITIES_**
- List the main responsibilities this role regularly performs_
- Does the job have direct reports_ No
- Does the job have indirect reports?_ No
- Answers calls from hospital's staff when a patient presents in an emergency room indicating they have an Abbott implanted pacer or defibrillator
- Pulls up patient tracking information for a given device and takes down all contact information for the calling hospital (facility name, city, state, zip, phone, and location in the emergency room)
- Determine the specific Sales Representative that covers the hospital or the city/state and sends a text message with all the case information to that Sales Representative
- Perform outbound calls to Sales Representatives to confirm receipt of case information
- Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.
- After-hours, "on call" support (rotating among other department employees), following outlined protocols to answer
questions from, and troubleshoot with, customers and Abbott field personnel.
- Consistently meets department's performance expectations
- Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
- Adheres to Abbott company policies, operating procedures and work instructions, including time management, attendance,
product experience reporting, and patient data privacy.
- Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
- Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
- Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers,
contractors, and vendors. Within the department, works with other employees to maintain adequate availability for
customer support.
- Perform other related duties and responsibilities, on occasion, as assigned. Overtime may be required
**_ EDUCATION_**
- High school degree
**_ Experience/Background_**
- +1 Years_:
- Experience in a customer service, product support, IT, telecommunications, or related role.
- Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.
- This position is office based
**_ Language Proficiency_**_ _**
- _Fully Bilingual (English and Spanish)_ _/_ _Required _
**_Preferred Qualifications & Education_***
- Experience in the biotech, bio-instruments or medical devices industries
