Remote Services Technical Specialist in Port Melbourne, Australia

Welcome to Abbott! We’re glad you’re here. We create better healthier lives every day at Abbott, and we invite you to be part our journey.

About Us

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 115,000 colleagues serve people in more than 160 countries.

The Remote Services Technical Specialist role is responsible for increasing market share by providing remote device follow up support for Sales Team to assist healthcare professionals with Cardiac Rhythm devices as directed by the manager.

Core Job Responsibilities

• Team leader and technical expert for device management in Merlin.net and Merlin Monitor/App with the ability to provide training or trouble shooting.

• Follow all protocols and deliver on all service level agreement timeframes set out for the Australian Merlin.net PCN service.

• Be part of a team rotation to manage the on call paging service and direct customers to manage optimal patient support with merlin on Demand and Merlin Apps.

• Technical review/processing of all transmission types.

• Technical review/processing of Merlin.net transmissions for sites choosing Abbott review support and service.

• Remote technical support (e.g. hosting MOD checks and clinic sessions with customers/reps).

• Tailor Merlin.net alert settings make clinical suggestions to reps/customers about optimal settings for each patient.

• Operate projects and look to self-identify areas for continual improvements in service efficiency in consultation with Remote Monitoring Manager.

• Answer customer / rep queries about the Merlin.net PCN service including workflow advice for specific accounts, including answer emails and calls from the APAC support line.

• Conduct proactive sales calls with customers in regard to engaging with Abbott’s remote services.

• Statistic collection and collation/reporting of data to assess potential and current service impact of future products and help improve efficiency.

• IBHRE pacing examination complete or registered to complete in next 18 months.

• Demonstrated understanding of the function and purpose of pacing products in order to operate as a technical support expert through follow up certification.

• Computer literacy including sound knowledge of the MS Office suite of software and a willingness to work with new technology.

Minimum Education

• Tertiary qualifications in Biomedical, Engineering, Medical Science, Human Movement or related field (Coronary Care Nursing/Cardiac Technician) is essential.

Minimum Experience and Skills

• Desired 3 years’ experience in Cardiac Rhythm management

• Expert communication skills and customer service skills.

• Stays focused and under control in stressful circumstances.

• Ensures an accurate understanding and acts in a way that facilitates open exchange of ideas and information.

• Effectively transfers thoughts and express ideas verbally in individual or group situations.

• Effectively identifies, plans, schedules and co-ordinates resources (people, material, information, time) required to accomplish your goals.

• Experience using Microsoft Office Suites i.e. Word, Excel, PowerPoint

Due to the inherent requirements of the role, the preferred candidate must provide evidence of full COVID-19 vaccination before the commencement date and maintain a fully vaccinated status for the period of employment.

What we offer you!

• Discounted Shares program

• Wellness Programs

• Professional and Personal development opportunities

• Being part of an organisation reputed to be a World’s Top Employer recognised for our workplace culture that values healthy living, diversity and equal opportunity

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 113,000 colleagues serve people in more than 160 countries.

Abbott is committed to building a diverse workforce that values diversity across gender, age, culture, disability and lifestyle.

In order to be eligible to work for Abbott in Australia or New Zealand, you must hold current working rights with no restrictions, for the respective country applicable.

We ask that recruiters respect our internal recruitment process and PSA panel, and refrain from contacting us, or referring candidates to this role.

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]