Remote Instrumentation & Applications Specialist

Abbott; United States; Remote; USD 61,000 - 123,000; Full time

Job summary

Abbott is seeking a remote-based field support specialist to assist ADD customers and field personnel with the most complex instruments, including onsite integration, training, and troubleshooting. You will resolve instrument and reagent issues, document in the complaint system, and lead cross-functional efforts to ensure successful implementations.

The role requires a strong clinical laboratory background, 2 years’ experience in relevant settings, and willingness to travel as needed.

Qualifications

• Bachelor's degree in Clinical Laboratory Science/Medical Technology, Chemistry, Biology or other Health Science related fields.
• Two years' experience in Clinical Laboratory environment, technical call center, or Abbott Diagnostics products.

Responsibilities

• Provide primary support to ADD customers and field personnel for the most complex instruments, focusing on onsite integration, assay training, and troubleshooting.
• Resolve instrument and reagent issues onsite and remotely; document all information in the complaint handling system.
• Lead complex instrument and reagent integrations at customer sites, collaborating with project managers to execute technical plans.
• Conduct interviews to assess customer needs and manage expectations; plan and oversee the integration process.
• Provide onsite operations training to customers and manage integration timelines; conduct exit interviews to present results and secure customer buy-in.
• Deliver technical support onsite and remotely for hardware, software, and reagents; troubleshoot to improve customer self-sufficiency.
• Document complaints and resolutions in CAPA system; identify product/process gaps for continuous improvement.
• Act as SME for internal teams; influence sales, service, and support strategies.
• Provide feedback on product performance and customer usability to drive design improvements.
• Support account management in critical situations; collaborate across sales and service teams.
• Maintain proficiency and adhere to work processes, safety guidelines, and documentation standards.
• Manage projects, time, and customer accounts aligned with priorities and sales objectives.
• Operate independently with broad discretion; collaborate across teams and functions.
• Drive CAPA effectiveness through documentation and resolution of customer concerns.
• Uphold integrity and transparency in all interactions.

Skills

Customer support

Technical troubleshooting

Onsite support

CAPA documentation

Subject matter expert (SME)

Education

Bachelor's degree in Clinical Laboratory Science/Medical Technology or related Health Science

Bachelor's Degree in Medical Technology (preferred)

Tools

CAPA system

Job description

Abbott is seeking a remote-based field support specialist to assist ADD customers and field personnel with the most complex instruments, including onsite integration, training, and troubleshooting. You will resolve instrument and reagent issues, document in the complaint system, and lead cross-functional efforts to ensure successful implementations.

The role requires a strong clinical laboratory background, 2 years’ experience in relevant settings, and willingness to travel as needed.