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Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

+ Career development with an international company where you can grow the career you dream of.

+ Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

+ An excellent retirement savings plan with a high employer contribution.

+ Tuition reimbursement, the Freedom 2 Save (https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program, and FreeU (https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) education benefit - an affordable and convenient path to getting a bachelor’s degree.

+ A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

+ A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology.

The Service Solutions Specialist identifies and implements customer service projects and assists global technical investigations related to the Abbott Diabetes Care products, including the LibreView web-based platform and FreeStyle Libre product suite.

What You’ll Work On

+ Provide Tier 3 escalation support to global teams supporting LibreView, FreeStyle Libre mobile applications, FreeStyle Libre sensors, FreeStyle Libre readers and other ADC products.

+ Own and maintain regional communication to ensure continued support and monitor ongoing escalations.

+ Maintain high levels of regional satisfaction by providing fast and accurate responses.

+ Identify recurring problems with the product or agent workflow and implement strategies to improve service quality and efficiency.

+ Subject Matter Expert of assigned technology segment(s).

+ Partner with global teams with product, technical support, and training.

+ Lead dialogue with R&D, Quality, GSM, and other ADC Stakeholders to provide product insights, drive resolutions on product issues, and support business projects.

+ Analyze customer service data to identify trends and areas for improvement.

+ Support the implementation of new products and customer service technologies.

+ Support product content for knowledge articles for customer services agents and product teams.

+ Assist in training of new team hires.

+ Provide coaching and guidance on support cases before escalating.

+ Proxy for Senior Manager with platform issues/questions **.**

Required Qualifications

Bachelors Degree in Biomedical Engineering or related field or an equivalent combination of education and work experience

At least 5 years of experience in customer success, customer service, account management or technical support.

Experience working in healthcare and/or with cloud-based software

Knowledge of CRM systems like Salesforce or Zendesk.

Familiarity of network troubleshooting and server-side website programming.

Preferred Qualifications

Solid ability in both written and verbal communication.

Excellent problem-solving, organizational, communication, and leadership skills.

Ability to identify or develop tools for coordinating and tracking project progress.

**Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:** https://abbottbenefits.com/ (http://www.abbottbenefits.com/pages/candidate.aspx)

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at abbott.com , on LinkedIn at https://www.linkedin.com/company/abbott-/ , and on Facebook at https://www.facebook.com/AbbottCareers .

The base pay for this position is $86,700.00 – $173,300.00. In specific locations, the pay range may vary from the range posted.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email [email protected]