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Technical Customer Support Specialist - Job Opportunity at Abbott Laboratories

Wiesbaden, Germany
Full-time
Mid-level
Posted: January 23, 2025
On-site
EUR 45,000 - 65,000 annually based on Wiesbaden market rates and Abbott's premium market position

Benefits

Premium Abbott Pension Plan with industry-competitive retirement benefits
Company bike program supporting sustainable commuting
Employee stock purchase program enabling wealth building
International career development opportunities within a Fortune-ranked company
Comprehensive healthcare benefits package
Professional development and training programs

Key Responsibilities

Provide advanced technical troubleshooting for diagnostic equipment and systems to maintain critical healthcare operations
Manage customer relationships through multi-channel support (phone, email, online) for hardware, software and reagent issues
Coordinate field service engineer deployments to optimize service delivery and resolution times
Collaborate with cross-functional teams to develop and implement technical solutions
Maintain detailed documentation in quality management system to ensure compliance and service tracking

Requirements

Education

Bachelor's or Master's degree in natural sciences (Biology, Chemistry, Physics, Pharmacy or related), or a completed vocational training in the medical technology field (MTA, BTA, CTA or related)

Experience

Experience in customer service required, clinical laboratory experience preferred

Required Skills

Strong phone contact handling skills Excellent communication and problem solving skills Multi-tasking capability Time management Fluency in French and English, preferably German or Italian Technical troubleshooting abilities Team collaboration
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Sauge AI Market Intelligence

Industry Trends

The diagnostic medical devices sector is experiencing rapid technological advancement, driving increased demand for skilled technical support specialists. Healthcare digitalization is creating a growing need for professionals who can bridge technical and clinical knowledge gaps. Multi-language technical support is becoming increasingly valuable as medical device companies expand their European operations.

Role Significance

Typically part of a 10-15 person technical support team within larger diagnostic division
Mid-level position with significant customer impact and technical responsibility, serving as a crucial link between clinical users and technical teams

Key Projects

Implementation of new diagnostic systems and software updates Resolution of complex technical issues affecting clinical operations Development of technical documentation and support protocols Cross-functional collaboration on product improvement initiatives

Success Factors

Deep understanding of both technical systems and clinical workflows Strong customer service orientation with ability to explain complex issues clearly Excellent problem-solving skills with systematic approach to troubleshooting Cultural awareness and ability to work effectively across multiple languages and regions

Market Demand

High demand with strong growth trajectory due to healthcare sector expansion and increasing diagnostic technology complexity

Important Skills

Critical Skills

Technical troubleshooting expertise is essential for maintaining critical healthcare operations Multi-language fluency enables effective support across European markets Strong communication skills ensure effective problem resolution and customer satisfaction

Beneficial Skills

Knowledge of laboratory workflows enhances support effectiveness Project management skills support career advancement Understanding of quality management systems aids in compliance and documentation

Unique Aspects

Multi-language technical support role offering exposure to advanced diagnostic systems
Position combines technical expertise with customer service in critical healthcare setting
Opportunity to work with cutting-edge diagnostic technology in a rapidly evolving field

Career Growth

2-4 years in role before advancement opportunities, depending on performance and organizational needs

Potential Next Roles

Technical Support Team Lead Field Service Manager Product Specialist Technical Training Specialist Customer Success Manager

Company Overview

Abbott Laboratories

Abbott Laboratories is a global healthcare leader with strong presence in diagnostics, medical devices, nutrition, and branded generic pharmaceuticals

Fortune 500 company with significant market share in diagnostic and medical device sectors
Major European operations with over 4,000 employees in Germany across multiple locations
Professional environment with emphasis on innovation, collaboration, and career development, featuring flat hierarchies and international exposure
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