Technical Call Center, Medical Technologist

About the role

Technical Support Representatives provide remote technical support to customers and field personnel for diagnostic products, instruments, and assays. This role serves as a first point of contact for diagnostics customers with instrument and/or assay issues.

Responsibilities

• Troubleshoot, diagnose, resolve, and document both the issue and resolution.
• Manage and resolve basic to moderately complex customer issues via remote technology such as instrument screen sharing and AbbottLink.
• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals and Knowledge Management.
• Utilize strong interpersonal communication skills while engaging with customers to resolve issues using the Achieving Service Excellence model.
• Utilize the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
• Demonstrate ability to recognize and document product performance trends within the quality system by using the Global Service Reports.
• Communicate with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e‑mail, or instant messaging.
• Collaborate with team members and other support teams to ensure issue resolution.

Requirements

Associates Degree and 3 years of experience in a medical laboratory environment, field service, clinical experience, or diagnostic product experience.

Skills

• Technical troubleshooting and diagnostics.
• Remote support tools (instrument screen sharing, AbbottLink).
• Interpersonal communication and customer service (Achieving Service Excellence model).
• Ticket documentation and compliance reporting.
• Ability to analyze problems and document performance trends.
• Collaboration with cross‑functional teams (Sales, Field Service, Global Service Support, Quality).

Benefits

• Career development with an international company.
• Eligibility for free medical coverage in the Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, Freedom 2 Save student debt program, and FreeU education benefit for an affordable path to a bachelor’s degree.
• Recognized as a great place to work in dozens of countries and named one of the most admired companies in the world by Fortune.
• Named one of the best big companies to work for and a best place to work for diversity, working mothers, female executives, and scientists.

Pay

The base pay for this position is $55,300.00 – $110,700.00.

Schedule

This position works 4 ten‑hour shifts: Monday and Tuesday or Wednesday and Thursday, 8:30 am – 7:30 pm; Friday and Saturday, 7:00 pm – 5:00 am. Travel up to 5 % may be required. Candidates must currently live in the Irving, TX area.