Technical Support Associate (Mandarin-Bilingual)
We couldn't confirm this posting on Abbott's site in our latest checks -- see current similar openings below.
About this opportunity
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:
• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
As the Technical Support Specialist, you will provide advanced first-line technical support for Abbott Rapid Diagnostics (ARDx) products across the Infectious Diseases, Toxicology, Cardiometabolic, and Informatics business units. The Specialist documents and manages customer complaints and inquiries while ensuring full compliance with medical device and post-market surveillance regulations. This role delivers expert product guidance via phone, email, and web-based tools, resolving complex technical issues and enhancing overall customer experience.
What You’ll Do
• Respond professionally to inbound customer calls and emails, ensuring a positive and supportive experience.
• Review, prioritize, and manage shared group mailboxes, ensuring all inquiries and complaints are actioned promptly and in line with procedures.
• Provide advanced first-level troubleshooting across designated product ranges, using strong analytical skills to identify root causes and guide customers toward resolution.
• Document all complaints and inquiries accurately in accordance with Quality System guidelines and regulatory requirements.
• Communicate investigation outcomes clearly through written reports and verbal updates.
• Meet defined targets for response times, documentation quality, and complaint resolution KPIs.
• Identify, recommend, and support implementation of process improvements that enhance team efficiency and customer satisfaction.
• Develop and maintain subject matter expertise (SME) in product specialties, supporting knowledge sharing across the Technical Support team.
• Act as SME for product, process, or system-related matters and provide specialized support to colleagues as required.
• Ensure training materials are updated for product launches and updates and support training for Hub teams.
• Support Technical Support Team Lead/Supervisor by organizing workload, fostering teamwork, and escalating country-specific issues when necessary.
• Support customers in various global time zones as required.
Requirements
• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline (e.g. Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
• Minimum 3 years of experience required working in a medical/clinical environment or in customer-facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
• Fluency in the language is required for the role.
• Advanced analytical problem-solving skills and demonstrated ability to resolve complex technical issues.
• Strong technical writing skills with advanced understanding of documentation principles.
• Proficiency in MS Word, PowerPoint, Excel, and Outlook.
• Ability to manage workload independently, adapt to shifting priorities, and maintain performance in a fast-paced environment.
• Strong interpersonal, verbal, and written communication skills with ability to explain complex technical concepts.
Location:
This position is based in Philippines.
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 www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
Job details
How this role compares
Computed from every other active Quality role in our database, not just this employer's listings.
We currently track 384 comparable Associate Quality roles across 86 biopharma companies.
Salary context
42 of 384 peers report a salary range (USD, annualized)
Peers share this role's job function and a matching or adjacent seniority level -- not necessarily the same therapeutic area or country.
Where these roles are based
Top locations among the 384 comparable roles
+ 27 more countries
Seniority mix
384 of 384 peers have a known seniority level
Therapeutic area mix
0 of 384 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
No peers with a known therapeutic area yet.
Currently open similar roles
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How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.