Capital Technical Support Specialist

Location

Pleasanton, CA | United States

Job description

As a Capital Technical Support Specialist, you will specialize in the response & resolution of technical complaints for Allergan Aesthetics medical Devices: CoolSculpting, CoolSculpting Elite, Cooltone, Diamond Glow, and Resonic. You will perform all requirements to support the daily business needs of the Product Support department with exceptional internal and external customer service. You will gather technical information pertinent to each inquiry and document in CRM (Customer Relationship Management) system. In addition to providing technical support, you will also serve as the primary liaison between our customers, Sales, Product Surveillance, Customer Operations, Warranty, and Engineering teams.

Responsibilities

• Provide technical support via phone, email, online web tools for Allergan Aesthetics current Medical Devices; CoolSculpting, Coolsculpting Elite, Cooltone, Diamond Glow, and Resonic.
• Utilize Problem-solving skills to perform root cause analysis and identify solutions, document solutions, and develop techniques to mitigate those issues from reoccurring.
• Liaise and manage communications between internal teams and external customers on device issue resolution and documenting.
• Answer an average of 10-20 inbound calls per day with metric to answer each call within 30 seconds.
• Document all calls and emails of device complaints in CRM and complete PMQA requirement to follow up daily on open cases until all relevant information is obtained and complaint has a valid resolution.
• Submit complaints to our Quality Assurance team within the required PMQA timeframe of 1 day.
• Submit service requests with accurate resolution and contact information. This includes confirmation of product replacement logistics and in-field repair scheduling, or non-warranty quote requests.
• Participate in after-hours “on call” rotation. 7 day “on call” shift occurs on average once per quarter for permanent employees only.
• Complete all required training to be able to function in various aspects of position.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
• Perform additional assigned tasks as needed.

• Bachelor’s Degree or in lieu of a degree, a minimum of 3+ years of customer service-related experience, preferably in biotech, pharmaceutical manufacturing, or medical device related industries. A High School Diploma or GED is required. Will consider a n equivalent combination of education and work experience. 
• Strong experience with CRM (Customer Relationship Management) systems, SAP, and key software applications including Microsoft Office (Excel/Pivot, Word, SharePoint) is required.
• Strong data and analytical skills are required.
• Ability to influence and build relationships cross-functionally while creating an environment that fosters teamwork to achieve common goals.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Experience with analyzing logs is preferred.
• Exceptional written & verbal communication skills, and conflict resolution.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: 

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (Vacation, Holidays, Sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

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