[Hiring] Technical Application Specialist @Abbott Laboratories

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%.

• 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 the annual supply budget for the US.
• Consider financial and customer implications as part of decision making.

• Conduct comprehensive customer entrance interviews 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 interviews to present integration results and ensure customer satisfaction.
• Investigate problems, diagnose probable causes, systematically eliminate alternatives, provide solutions, and document information into the 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 the 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, or a technical support call center, working with Abbott Diagnostics products, assays, or instruments.

Requirements

• Travel up towards 90%.

Benefits

• Career development with an international company.
• 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 and student debt programs.
• A company recognized as a great place to work in dozens of countries.
• A company recognized for diversity and as a best place to work for working mothers, female executives, and scientists.