Technical Application Specialist - (Northeastern region- MA, NY, NJ, CT, PA, MD)

Abbott Laboratories • Bridgeport, CT

163d • $60,000 - $120,000 • Remote

About The Position

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries. This is a remote position. Qualified candidates must currently live in the Northern region- MA, NY, NJ, CT, PA, MD, Preferred. Qualified candidates must currently live in the territory, preferably near a major airport. Must be able to travel up to 90% to 100%.

Requirements

• Bachelor's degree in science, engineering, electronics, or Medical Technology.
• Two (2) years' experience in the laboratory environment, field service, technical call center, or Abbott Diagnostics products.

Nice To Haves

• Bachelor's Degree in Medical Technology.
• Four (4) years' experience in the laboratory environment, field service, technical call center, or Abbott Diagnostics products.

Responsibilities

• Provide support to Abbott's Diagnostic Division (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.
• Implement and maintain the effectiveness of the quality system.
• Lead multi-site/multi-instrument integrations for ADD instruments and reagents into customer sites/laboratories, including new product launch (NPL) products.
• Conduct a comprehensive customer entrance interview to understand the customer's needs and manage their expectations within the defined service offerings.
• Plan the onsite integration process.
• Work with implementation project managers as technical lead to execute the project plan across customer systems.
• Assist customers with meeting their regulatory and validation requirements.
• Provide appropriate training for the customer on the newly installed instrument.
• Manage the integration process to meet customer expectations and the timeline.
• Conduct a thorough exit interview to present integration results and secure customer buy-in.
• Lead critical account management situations as part of a combined sales/service/support effort.
• Perform troubleshooting on issues related to reagent or instrument performance.
• Provide technical phone and on-site support to proactively maintain product performance or resolve customer complaints.
• Investigate problems, diagnose probable causes, systematically eliminate alternatives, provide solutions, and document information into the complaint handling system.
• Recognize and communicate product issues and potential improvements to others in the organization.
• Provide immediate feedback to Customer Service Organization, Global Service Support, and others regarding NPL field performance.
• Deliver onsite or classroom-based customer training.
• Customize onsite training to meet specific customer needs.
• Maintain and develop technical competence on instruments assigned, as well as job-related tools and processes.
• Consult in the sales cycle regarding integration/technical/workflow issues.
• Manage time, territory, systems, and accounts effectively to meet customer needs, organizational priorities, and sales objectives.
• Follow defined Technical Application Specialist work processes for all aspects of job.
• Provide data to the organization on customer use/preferences leading to customer-driven design/customer usability.
• Identify and communicate critical gaps and recommend potential improvements to cross-functional work processes.
• Function as Subject Matter Expert or point-person on complex processes on cross-functional teams.
• Develop processes and procedures for the department.
• Decide on reagent utilization on integrations and troubleshooting product replacement.
• Monitor and maintain customer satisfaction through direct contact.
• Adhere to safety guidelines, policies, and procedures.

Benefits

• Career development with an international company.
• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit.
• Recognized as a great place to work in dozens of countries.
• Named one of the most admired companies in the world by Fortune.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees