Abbott is looking for a Technical Application Specialist I to join our Diagnostic Division (ADD). In this role, you will provide hands-on support to customers and field personnel in the Midwest/Central territory, serving as the primary contact for the integration, training, and troubleshooting of our highest complexity instruments.
What You'll Do
- Lead multi-site and multi-instrument integrations for ADD instruments and reagents into customer laboratories, including new product launch products.
- Conduct comprehensive customer entrance interviews to understand needs and manage expectations, then plan the onsite integration process.
- Work with implementation project managers as a technical lead to execute project plans across customer systems.
- Assist customers with meeting their regulatory and validation requirements.
- Provide appropriate training for customers on newly installed instruments.
- Manage the integration process to meet customer timeline expectations and conduct thorough exit interviews.
- Lead critical account management situations as part of a combined sales, service, and support effort.
- Perform troubleshooting on reagent or instrument performance issues to improve customer self-sufficiency.
- Provide technical phone and on-site support to proactively maintain product performance or resolve customer complaints.
- Investigate problems, diagnose probable causes, systematically eliminate alternatives, provide solutions, and document information into the complaint handling system.
- Accurately document customer complaints and actions taken to resolve them, supporting the CAPA Quality Sub-System.
- Recognize and communicate product issues and potential improvements to others in the organization.
- Provide immediate feedback regarding new product launch field performance to the Customer Service Organization and Global Service Support.
- Deliver onsite or classroom-based customer training, customizing it to meet specific needs.
- Maintain and develop technical competence on assigned instruments and job-related tools and processes.
- Consult in the sales cycle regarding integration, technical, and workflow issues and in the service cycle on Highly Serviced Instruments.
- Manage your time, territory, systems, and accounts effectively to meet customer needs and organizational priorities.
- Follow defined Technical Application Specialist work processes for all aspects of the job.
- Provide data to the organization on customer use and preferences leading to customer-driven design.
- Identify and communicate critical gaps and recommend potential improvements to cross-functional work processes.
- Function as a Subject Matter Expert or point-person on complex processes on cross-functional teams.
- Monitor and maintain customer satisfaction through direct contact.
- Adhere to all safety guidelines, policies, and procedures.
What We're Looking For
- A Bachelor’s degree in Science or Medical Technology.
- 2 years’ experience in a laboratory environment, field service, a technical call center, or with Abbott Diagnostics products.
Nice to Have
- A Bachelor's Degree in Medical Technology.
- 4 years’ experience in a laboratory environment, field service, a technical call center, or with Abbott Diagnostics products.
Team & Environment
You will act as a Subject Matter Expert (SME) for the Technical Application Specialist organization to sales and service.
Benefits & Compensation
- Compensation range: $60,000 – $120,000
- Career development with an international company.
- Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan.
- An excellent retirement savings plan with a high employer contribution.
- Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit.
Work Mode
This role is remote and open to candidates located within the United States.
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
