Allergan Capital Technical Support Specialist III in Pleasanton, California

Capital Technical Support Specialist III

Pleasanton, California, United States at

Oct 02, 2018Post Date

183816Requisition #

Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.

Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.

Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

Position Overview

As a Captial Technical Support Specialist you are required to align yourself with the Allergan service strategy and goals. Providing world class product and service support to all Allergan requires exemplary multitasking support skills

Main Areas of Responsibilities

  • Provide first and second tier product support via phone, email, online web tools and in person for all worldwide Allergan customers.

  • Participate in weekly after-hour call rotation.

  • Provide training and hands-on instruction to sales field.

  • Provide first tier Clinical support via phone, email, online web tools.

  • Gather clinical information pertinent to each inquiry and document in SAP.

  • Interface with other departments as needed: QA, Customer Support, Service, Shipping, Clinical, Sales, etc.

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

  • Facilitate log retrievals from customer systems and assist with log processing and analyzing.

  • Third Party Service Support: Manage 3rd party service support including relations, logistics, dispatch, and training.

  • Conduct service call reviews and customer follow up calls daily.

  • Process product RMA’s and submit service orders in a timely manner.

  • Coordinate product replacement logistics and in-field repair scheduling to align with the department goal of the 24 hour product replacement metric. Handle direct communication with logistics partners.

  • Work closely with the Service Coordinator to facilitate non-warranty quotes, orders, and replacements.

  • Track service shipments and communicate status to customers and support & sales team.

  • Handle all aspects of warranty and non-warranty service issues.

  • Send timely Post-Product Replacement customer surveys to North American customers.

  • Track and file incoming field service reports.

  • Partner with Sales field to manage software and hardware product rollouts as well as provide support for related issues.

  • Proactively seek ways to improve the coordination of global service & support activities.

  • Perform other related duties as assigned.


  • 1-3 years related experience required.

  • Previous customer and product support experience for a medical device company desired.

  • Previous experience in handling service calls in a timely manner.

  • Excellent interpersonal skills; well organized, detail oriented; strong oral and written communication skills.

  • Previous experience in conducting basic troubleshooting of medical devices and accessories via phone and email preferred.

  • Experience with CRM (Customer Relationship Management) systems, mainly SAP Business One and a plus.

  • Excellent multitasking and organization skills.

  • Ability to follow-through multiple projects simultaneously and set priorities with foreseeable time constraints.

  • Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint).

Preferred Skills/Qualification

  • Ability to travel: Overnight and International travel may be required.

  • Responsible for performing all duties in compliance with FDA’s Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements with which Allergan complies.

  • Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.

  • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

  • Ability to read, understand and abide by company procedures. Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

  • The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk and hear; up to 8 hours per day. The employee is regularly required to lift and carry up to 10 pounds and occasionally lift and carry up to 25 pounds. Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision.


  • Associate’s degree preferred or equivalent combination of education and experience.

Equal Employment Opportunity Employer

Allergan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.