GLOBAL COMPANY OVERVIEW At Abbott, we’re dedicated to helping people live more fully, in everything we do. We’re creating the future of healthcare through life-changing technologies and products that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love. With global headquarters in Chicago, USA, we serve people in more than 160 countries with leading medical devices, diagnostics, nutrition products and branded generic medicines. Our 114,000 colleagues are helping millions of people to live better and healthier, every day around the world. In South Korea, we’ve been helping people live fully for more than 30 years. 한국애보트 : 글로벌 헬스케어 기업 애보트의 한국 법인으로, 진단·의료기기·제약·당뇨 등 다양한 헬스케어 솔루션을 통해 한국 국민의 건강한 삶에 기여하고 있습니다. (사무실 위치 : 대치동) 애보트메디칼코리아 : 애보트의 심혈관·구조심장·전기생리 분야 의료기기를 담당하는 한국 법인으로, 혁신적인 의료 기술을 통해 환자의 삶의 질 향상에 기여합니다. (사무실 위치 : 역삼동) 애보트래피드진단 : 애보트의 신속진단 사업부로서 의료기기 및 체외 진단 시약을 생산하며 현장 진단 검사의 세계적인 리더 기업입니다. (사무실 위치 : 분당 정자동) 한국애보트진단 : COVID-19, 말라리아, 인플루엔자, HIV, 매독, 간염 등 다양한 감염 질환을 신속하고 정확하게 진단할 수 있는 체외진단 의료기기를 연구, 개발, 생산합니다. (사무실 위치 : 기흥) Core Diagnostics : Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Core Job Responsibilities: This role within Abbott Core Diagnostics Remote Support Center provides accurate, timely, and professional technical assistance on Abbott Core Diagnostics laboratory products to customers across Asia Pacific (APAC) region. The role focuses on remote troubleshooting, customer support, quality case management, and promoting remote-first support solutions to enhance customer experience, improve operational efficiency, and reduce instrument downtime. ㆍTake ownership of assigned customer cases and maintain professionalism while managing complex technical issues. ㆍCommunicate with customers via phone, chat, email, and other remote support channels to answer enquiries, assess customer needs, and provide technical guidance. ㆍDiagnose, troubleshoot, and resolve hardware, software, connectivity, and reagent-related issues affecting Abbott diagnostic system by utilizing established support procedures and diagnostic tools. ㆍApply appropriate processes, systems, and knowledge resources to identify root causes and provide effective solutions. ㆍAccurately document customer interactions, troubleshooting activities, and resolutions in the designated service management systems. ㆍFollow up on open service cases and collaborate with off-hours support teams and country organizations to ensure timely resolution and customer satisfaction. ㆍApply clinical laboratory knowledge and technical expertise to support customers and contribute to the effective operation of Abbott diagnostic systems. ㆍAdvocate and drive adoption of Abbott Remote Support solutions to enable faster issue resolution and improved customer experience. ㆍPerform instrument monitoring through approved dashboard visualization and remote monitoring platforms. ㆍConduct proactive customer outreach when monitoring tools identify potential performance issues or opportunities to prevent downtime. ㆍUtilize available tools and data to identify trends and support initiatives that reduce unplanned downtime and improve instrument performance. ㆍAdditional responsibilities (not limited to): - Support continuous improvement initiatives aimed at enhancing customer experience, service quality, and operational efficiency. - Participate in product training programs and ongoing technical development activities. - Share knowledge and best practices with team members to improve overall team effectiveness. - Collaborate with Field Service, Technical Support, Commercial, Quality, and other cross-functional teams to resolve customer issues. Operational Excellence and Quality Responsibilities ㆍResponsible for implementing and maintaining the effectiveness of the Quality System. ㆍProvide customer phone support and perform instrument monitoring through dashboard visualization platforms (training and guidance will be provided). ㆍDeliver Level I technical support and assist with Level II support activities where required. ㆍWork with cross-functional teams to recommend and support issue resolution activities. ㆍDrive positive customer outcomes through quality support interactions and timely case resolution. ㆍContribute to Customer Net Promoter Score (NPS) improvement through exceptional customer service and technical support. Key Performance Metrics ㆍImprove Customer Satisfaction Score (NPS) ㆍImprove Phone Resolution Rate ㆍDecrease Phone Abandon Rate ㆍImprove First Contact Resolution (FCR) / First Line Resolution Rate ㆍReduce unnecessary field dispatches through effective remote troubleshooting ㆍService Ticket Compliance and Documentation Quality ㆍResponse and Resolution Time Performance What Will Help You Succeed in This Role ㆍStrong analytical and problem-solving skills. ㆍAbility to manage multiple priorities in a fast-paced environment. ㆍEffective communication skills with healthcare and laboratory professionals & internal stakeholders. ㆍCustomer-focused mindset with a commitment to timely issue resolution. ㆍAbility to work independently while collaborating effectively across regional and cross-functional teams.

Education and Experience: ㆍBachelor`s Degree in Clinical Laboratory Science, Medical Technology, Biomedical Engineering, Life Sciences, Biology, Human Biochemistry, or related disciplines. ㆍMinimum 1 to 5 years of relevant experience in a clinical laboratory, diagnostics, medical device, healthcare support, technical support, or customer service environment. Depending on experience, qualifications, and demonstrated expertise, candidates may be considered for a senior position. ㆍExperience using laboratory automation systems and analyzers is preferred. Experience with Abbott systems is an advantage. ㆍNative Korean language proficiency is required, with the ability to provide technical troubleshooting and customer support to healthcare and laboratory customers. Professional working proficiency in English is required for training, documentation, case management systems, and collaboration with regional support teams. ㆍCandidates should demonstrate an understanding of medical laboratory workflows and the needs of laboratory professionals to effectively support customers. ㆍExperience providing technical or customer support in a call center, help desk, diagnostic, healthcare, or service environment is preferred. ㆍStrong customer service orientation and commitment to delivering a positive customer experience. ㆍFlexibility to support rotational schedules, public holiday coverage, or shift arrangements may be required based on business needs

1st interview : 실무자 2nd interview : 임원 3rd interview : 인사부 & 인적성 검사

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