Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Job Description

You will be a liaison between the Product Support Supervisors and Technical Support Team using independent judgment to quickly solve customer problems while assisting Specialists with case work. You will specialize in the response & resolution of technical complaints for Allergan Aesthetics medical Devices: CoolSculpting, CoolSculpting Elite, Cooltone, Diamond Glow, and Resonic. You will perform all requirements to support the daily business needs of the Product Support department with exceptional internal and external customer service. In addition to providing technical support, you will also serve as the primary liaison between our customers, Sales, Product Surveillance, Customer Operations, Warranty, and Engineering teams.

• Provide first and second tier Product support via phone, email, online web tools.

• Oversee Product Support phone queue to ensure service level is met, which will require answering calls as needed.

• Open and handle multiple cases daily. Write, communicate, and submit customer complaints within the required QA timeframe.

• Review and distribute offline responsibilities.

• Create and/or update training and reference guides. Conduct call quality and case reviews.

• Interface with other departments as needed: Quality Assurance, Customer Support, Service, Shipping, Product Surveillance, Sales, etc.

• Assist Product Support team members with log processing and analyzing.

• Participate in weekly after-hours call rotation and Management of On-Call schedule.

• Work with our service department to coordinate product replacement logistics and in-field repair scheduling.

• Effectively handle direct communication with our customers and work closely with the Service Coordinator to facilitate non-warranty quotes, orders, and replacements.

Qualifications

• Associates Degree Required or relative experience.

• 3-5 years' experience in a related field

• Moxie, Salesforce, Excel, SAP, Power BI, Windows based applications experience highly recommended.

• Ability to influence and build relationships cross-functionally while creating an environment that fosters teamwork to achieve common goals.

• Must be detail oriented and quality focused as well as analytical and resourceful with an ability to plan, prioritize and organize multiple projects.

• Exceptional written & verbal communication skills, and conflict resolution

• Outstanding time management skills with proven ability to complete tasks and assignments on time.

• Ability to thrive in a fast-paced and dynamic environment, working with many cross-functional applications.

• Strong sense of duty and pride in resolving customers’ technical issues, showing sincere caring and empathy.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html