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About Allergan Aesthetics

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit www.AllerganAesthetics.com.

Product Support Specialist

Primary Dublin, Ireland Req ID 2212653 Category Supply Chain & Materials Management Division Allergan Aesthetics

Want to make a global impact? We offer that.

Want to be part of a Great Place to Work in Ireland? We offer that too.

Welcome to AbbVie!

We are a global, research-based biopharmaceutical company that combines the focus and passion of leading-edge biotech with the expertise and capability of an established pharmaceutical leader. Redefining what is possible is our business and our passion. Our goal is to help patients live healthier lives and we are proud to be a Great Place to Work.

We are now recruiting a Product Support Specialist to join our diverse Team in Earlsfort terrace. This role is key to the CoolSculpting business, providing technical phone support for our end Customers, and PDM’s. Assisting in data collection, and assessing Lost Cycles and replacements. Enabling AbbVie to provide our CoolSculpting customers with a Best in Class Service Support model.

Are you intrigued? Do you want to learn more?

A snapshot of your key responsibilities as Product Support Specialist would be:

  • Provide first and second tier product/technical support via phone, email and online web tools for AbbVie/CoolSculpting customers.
  • Provide support for PDM’s with onsite visits.
  • Provide first tier Clinical support via phone, email, online web tools.
  • Facilitate log retrievals from customer systems, assist with log processing.
  • Analyse Lost cycle requests – process replacement orders.
  • Third Party Service and Distributor Support: Work with and support 3rd party service providers and distributors who perform service and support in their territories.
  •  Assist with L1 training for new Customer Support team members.
  • Coordinate product replacement logistics and in-field repair scheduling with Service Co-Ordinator ensuring system records kept up to date.
  • Collaborate with Customer Service and the customer in the process of quoting and invoicing customers who do not have warranty
  •  Interface with other departments as needed: QA, Customer Support, Service, Shipping, Clinical, Practice Development, Sales, etc.
  • Document all support activities utilizing CRM (Customer Relationship Management), ERP (Enterprise Resource Planning) and QMS (Quality Management System) applications in accordance with requirements and maintain system configuration and warranty coverage information within those systems.
  • Track and file changes to equipment/warranty details in ERP system.
  • Partner with Field Service Support and Sales Teams to manage software and hardware product rollouts
  • Proactively look to improve the coordination of service & support activities.
  • Perform other related duties as assigned.
     

So, what do you need to do this role?

Education & Experience

  • 1-3 years related experience required.
  • Experience in Problem Solving and Decision-Making methodologies desired
  • Previous customer support and technical troubleshooting experience for a medical device company desired
  •  Excellent interpersonal skills; well organized, detail oriented; strong oral and written communication skills.
  • Previous experience in conducting troubleshooting of medical devices and accessories via phone and email preferred.
  • Experience with CRM and ERP systems (specifically SFDC and SAP).
  • Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint).
  • Fluent in English language; written and spoken.
  • Additional European languages an advantage, not essential.
  • Excellent multitasking and organization skills
  • Ability to follow-through multiple projects simultaneously and set priorities with foreseeable time constraints.
  • Customer satisfaction focused.
  • Excellent communications skills, with ability to transfer knowledge / instruction clearly. 

So, are you ready to join our team?

It’s important to remember, AbbVie is an Equal Employment Opportunity Employer; we value bringing together individuals from diverse backgrounds to develop innovative solutions for patients and being part of an inclusive work environment.


Travel: No
Job Type: Experienced
Schedule: Full-time
ABBVIE

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