Senior Technical Service Specialist

Abbott • Princeton, NJ

10d • $61,300 - $122,700 • Onsite

About The Position

The Senior Technical Service Specialist position is part of the Abbott Point of Care (APOC) Division and is based in Princeton, NJ. To ensure success as a Senior Customer Success Advisor, you will bring deep knowledge of customer engagement channels, APOC products and service offerings, and/or relevant experience in a similar regulated industry. The ideal advisor builds trusted customer relationships, delivers effective solutions, and consistently reinforces a positive Abbott brand experience while influencing outcomes across premium customer accounts. Abbott Point of Care is a global leader in providing critical medical diagnostic and data management products for rapid blood analysis that are intuitive, reliable, and cost-effective. Our i-STAT System is an advanced, portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making. The i-STAT System has the industry’s most comprehensive menu of tests in a single platform, including tests for blood gases, electrolytes, chemistries, coagulation, hematology, glucose, cardiac markers, and traumatic brain injury. By delivering lab-quality results in minutes, our i-STAT System fosters a collaborative, patient-centered environment while driving improved operational performance.

Requirements

• Associate degree
• 3-5 years of experience in customer experience, customer success, or account management within a medical, clinical, or regulated environment
• Demonstrated ability to independently investigate, analyze, and resolve complex issues using advanced problem‑solving and critical‑thinking skills
• Proficient in MS Word, PowerPoint, Excel, Outlook, CRM software, and database systems
• Advanced technical writing and strong written and verbal communication skills
• Proven ability to take ownership, manage multiple priorities, and work effectively in a team environment with minimal supervision

Nice To Haves

• Bachelor’s degree in a related technical or healthcare field
• Experience with Salesforce.com and web‑based customer portals
• Ability to manage multiple priorities effectively in a fast‑paced environment

Responsibilities

• Analyze Customer Health & Risk: Monitor assigned account performance across the customer journey by analyzing customer‑reported complaints, survey feedback, and key performance metrics. Independently analyze customer data to identify trends, risks, and improvement opportunities.
• Plan & Recommend Solutions: Make informed judgments on support, services, and solutions that improve the customer experience and positively contribute to the company's P&L. Identify process improvement opportunities and recommend cross‑functional or divisional enhancements, including escalation to senior leadership as needed.
• Engage & Advise Customers: Serve as a dedicated customer advisor for premium service accounts. Proactively engage healthcare professionals up to and including director‑level leadership. Provide healthcare professionals with sales support, technical information, and product training.
• Execute Support & Recovery Actions: Partner with Sales and Marketing to recommend and coordinate recovery strategies for at‑risk customers. Perform technical product troubleshooting as required. Resolve and address product complaints or inquiries within established timelines.
• Enable Operational & Commercial Success: Manage customer‑facing sales support processes that enable commercial teams to achieve performance goals while delivering an optimal customer experience. Assist customers with regulatory and validation requirements related to product use.
• Improve, Standardize & Govern: Establish, track, and exceed customer experience key performance indicators (KPIs). Create and maintain workflow instructions for customer support processes (e.g., wellness checks). Execute applicable Quality System processes in compliance with regulatory requirements.

Benefits

• FREE coverage in our HIP PPO medical plan (upon completion of a short wellness assessment)
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement
• The Freedom 2 Save student debt program
• FreeU education benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree