[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.

• Provide support to Abbott Core Laboratory customers and field personnel as the primary contact for Core Lab’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, and document information into the complaint handling system.
• This position is very visible to the external customer and will influence customer purchase decisions.
• Frequent interaction with customers onsite and remotely; some involvement in customer touchpoint teams for account management to build customer satisfaction.
• Receives general direction and exercises considerable discretion as to personal work details.
• Accomplishes results individually, working remotely and in collaboration on teams and work groups.
• Recognizes the impact of the policies and procedures on the business and raises the issue if there is a potential conflict.
• Makes decision 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.
• 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 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
• 3+ Years of relevant work experience in a laboratory environment, field service, a technical support call center
• Traveling up Towards 90%

Requirements

• Bachelor’s degree in medical technology/clinical laboratory science (preferred)
• Lab certification (e.g., MLS, MLT, etc.) (preferred)
• 5+ Years of relevant work experience in a laboratory environment, field service, a technical support call center, working directly with Abbott Diagnostics products, assays or instruments (preferred)

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.