Specialist Technical Support

Abbott Laboratories • Princeton, NJ

6d • $50,700 - $101,300 • Onsite

About The Position

The Specialist, Technical Support position is part of the Abbott Point of Care (APOC) Division and is based in Princeton, NJ. This role supports customers by providing technical guidance and ensuring a high-quality experience across Abbott’s point-of-care solutions. To be successful as a Customer Success Advisor, candidates should bring strong knowledge of customer engagement channels, APOC products and services, or relevant experience in a similar industry. The ideal advisor builds trusted customer relationships, delivers effective solutions, and consistently reinforces a positive Abbott brand experience. 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
• 1-3 years of experience in customer experience or account management within a medical or clinical environment
• Demonstrated ability to investigate, analyze, and resolve complex issues using advanced problem‑solving, critical thinking, and strong attention to detail
• Proficient in MS Word, PowerPoint, Excel, Outlook, CRM software, and database systems, with hands‑on experience, along with advanced technical writing and strong written, verbal, organizational, and interpersonal skills to manage multiple priorities independently

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

• Makes judgment on support, services, and solutions that improve the customer experience with Abbott and positively contribute to the company's P&L
• Identifies process improvement opportunities that improve the customer experience
• Reviews customer data and engages with Sales and Marketing teams to recommend and coordinate customer recovery strategies for at‑risk customers
• Assigned to premium service accounts as a dedicated customer advisor
• Proactively engages directly with customer healthcare professionals up to and including director‑level management.
• Tracks assigned account customer experience across the customer journey by monitoring and analyzing customer‑reported complaints, customer survey responses, and other key performance metrics
• Provides healthcare professionals with sales support, technical information, and training on the use of company products
• Performs technical product troubleshooting as required
• Assists customers with meeting regulatory and validation requirements
• Manages customer‑facing sales support processes that enable commercial teams to achieve performance goals while providing an optimal customer experience
• Resolves and addresses product complaints or inquiries within target timelines
• Executes applicable Quality System processes

Benefits

• Career development with an international company where you can grow the career you dream of.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
• An excellent retirement savings plan with a 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 the best place to work for diversity, working mothers, female executives, and scientists.
• Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

What This Job Offers

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