Technical Application Specialist I (Minneapolis, Omaha, or Ohio)

Abbott; Akron (OH); Remote; USD 60,000 - 120,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their Diagnostic Division. This remote role involves providing technical support and training for complex diagnostic instruments, ensuring customer satisfaction through effective troubleshooting and integration processes. You'll collaborate with internal teams and customers, influencing key decisions and contributing to innovative healthcare solutions. With a commitment to employee growth and a diverse work environment, this opportunity offers a chance to make a meaningful impact in the healthcare sector while advancing your career.

Benefits

Free medical coverage

Retirement savings plan

Tuition reimbursement

Career development opportunities

Qualifications

• 2+ years experience in laboratory environment or field service.
• Strong technical support and troubleshooting skills.

Responsibilities

• Provide technical support for diagnostic instruments and assays.
• Lead integration processes for customer systems and instruments.

Skills

Technical Support

Troubleshooting

Customer Service

Project Management

Education

Bachelor’s degree in science, engineering, electronics, or Medical Technology

Bachelor's Degree in Medical Technology

Tools

CAPA Quality Sub-System

Job description

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.

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments, and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self, and live a full life. You’ll also have access to:

• 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.

The Opportunity

• This is a remote position.
• Qualified candidates must currently live in the Minneapolis, MN, Omaha, NE, or Ohio area.
• Qualified candidates must currently live in the territory, preferably near a major airport.
• Must be able to travel up to 90-100%.

What You’ll Work On

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 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 comprehensive customer entrance interviews to understand needs and manage expectations within the defined service offerings. Plan the onsite integration process.
• Work with implementation project managers as technical lead to execute project plans across customer systems.
• Assist customers with meeting regulatory and validation requirements.
• Provide training on newly installed instruments.
• Manage the integration process to meet customer expectations and timelines. Conduct exit interviews to present results and secure buy-in.
• Lead critical account management situations as part of sales/service/support efforts.

• Perform troubleshooting on reagent or instrument performance issues to improve customer self-sufficiency.
• Provide technical support via phone and onsite to maintain product performance or resolve complaints related to hardware, software, and reagents. Investigate, diagnose, eliminate alternatives, provide solutions, and document actions.
• Support the CAPA Quality Sub-System with accurate documentation of customer complaints and resolutions.
• Recognize and communicate product issues and potential improvements.
• Provide immediate feedback to Customer Service, Global Support, and others regarding NPL field performance.
• Deliver onsite or classroom-based customer training, tailored to specific needs.
• Maintain and develop technical competence on assigned instruments and related tools.
• Consult during sales cycles regarding integration, technical, workflow, and service issues.
• Manage time, territory, and accounts effectively to meet customer needs and organizational goals.
• Follow established work processes for all job aspects, including complaint documentation and activity tracking.
• Provide data on customer use/preferences to inform design and usability improvements.
• Identify and communicate process gaps and suggest improvements.
• Function as Subject Matter Expert on complex processes, providing technical guidance to management and peers.
• This role is highly visible to customers and influences purchase decisions. Act as SME for the TAS organization, impacting sales and service strategies.
• Interact frequently with customers onsite and via phone; participate in teams and projects. Share leadership with Field Service, Customer Support, and other groups on key issues.
• Work independently and collaboratively, exercising discretion and judgment.
• Develop processes and procedures, raising issues with policies if conflicts arise.
• Make decisions on reagent use and troubleshooting that impact budgets.
• Consider financial and customer implications in decision-making.
• Contribute to the effectiveness of the CAPA system through accurate documentation.
• Maintain high integrity, honesty, and commitment to accurate communication.
• Monitor and maintain customer satisfaction through direct contact.
• Adhere to safety guidelines and policies.

Required Qualifications

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

Preferred Qualifications

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

Learn more about our health and wellness benefits at www.abbottbenefits.com.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is: $60,000.00 – $120,000.00

In specific locations, the pay range may vary from the range posted.