[Hiring] Technical Application Specialist @Abbott

Role Description

This is a remote position. Qualified candidates must currently live in San Francisco Bay area or Salt Lake City, UT area. Easy access to major metropolitan airport. Must be able to travel up towards 90%.

Primary Function:

• Provide support to ADD customers and field personnel as the primary contact for ADD’s highest complexity instruments for onsite instrument and assay integration and training.
• Serve as a resource for internal/external customers in troubleshooting and resolving instrument and/or reagent problems onsite or over the phone.
• Document information into the complaint handling system.
• Influence customer purchase decisions through frequent interaction with customers onsite and remotely.
• Participate in customer touchpoint teams for account management to build customer satisfaction.
• Recognize the impact of policies and procedures on the business and raise issues if there is a potential conflict.
• Make decisions on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget for US.
• Consider financial and customer implications as part of decision making.

Core Job Responsibilities:

• Conduct comprehensive customer entrance interview to understand the customer’s needs and verify expectations within the defined service offerings.
• Assist customers with meeting their regulatory and validation requirements.
• Customize onsite customer training to meet specific customer needs.
• Manage the integration process to meet customer expectations and timeline.
• Conduct thorough exit interview to present integration results and ensure customer satisfaction.
• Investigate problems, diagnose probable causes, systematically eliminate alternatives, provide solutions, document information into complaint handling system.
• Maintain and develop technical competence on instruments assigned as well as job-related tools and processes.
• Follow defined TAS work processes for all aspects of job, including integration procedures, complaint documentation, time documentation, activity documentation, and TOR documentation.

Qualifications

• Bachelor’s degree in medical technology/clinical laboratory science.
• 3 to 5 years of relevant work experience in a laboratory environment, field service, a technical support call center, working with Abbott Diagnostics products, assays or instruments.
• Travel up towards 90%.

Requirements

• Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day).
• Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day).
• Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day).
• Driving a personal auto or company car or truck, or a powered piece of material handling equipment.
• Keyboard use (greater or equal to 50% of the workday).

Benefits

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• 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.