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

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

Job summary

Join a forward-thinking healthcare leader where you can make a significant impact on patient care. In this role, you'll support diagnostic solutions, ensuring seamless integration and training for high-complexity instruments. Your expertise will help troubleshoot issues and enhance customer satisfaction, all while working in a dynamic environment that values growth and innovation. With opportunities for career development and a commitment to employee well-being, this position is perfect for those passionate about improving health outcomes. Embrace the chance to grow with a company recognized for its diversity and excellence.

Benefits

Free medical coverage

Retirement savings plan

Tuition reimbursement

Career development opportunities

Flexible working conditions

Qualifications

• 2+ years of experience in laboratory or technical support roles.
• Strong background in troubleshooting and customer service.

Responsibilities

• Provide technical support for complex diagnostic instruments.
• Lead multi-site integrations and manage customer expectations.
• Document customer interactions and resolve complaints.

Skills

Technical Support

Troubleshooting

Customer Service

Project Management

Education

Bachelor’s degree in Science

Bachelor’s degree in Engineering

Bachelor’s degree in Medical Technology

Tools

Complaint Handling System

Integration Tools

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.

• Lead multi-site/multi-instrument integrations for ADD instruments and reagents into customer sites/laboratories, including new product launches (NPL).
• 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 the technical lead to execute project plans.
• Assist customers with meeting regulatory and validation requirements and provide appropriate training on new instruments.
• Manage the integration process to meet customer expectations and timelines, conducting thorough exit interviews to present results and secure buy-in.
• Lead critical account management situations as part of sales, service, and support efforts.

Additional Responsibilities

• Perform troubleshooting related to reagent or instrument performance to improve customer self-sufficiency.
• Provide technical support via phone and onsite to maintain product performance or resolve complaints.
• Document customer complaints and resolution actions accurately, contributing to the CAPA Quality System.
• Recognize and communicate product issues and potential improvements.
• Deliver and customize onsite or classroom-based customer training.
• Consult on integration, technical, workflow, and service issues during sales and service cycles.
• Manage time, territory, systems, and accounts effectively to meet organizational and sales objectives.
• Follow defined work processes for all job aspects, including complaint documentation and activity tracking.
• Provide data on customer use/preferences to inform customer-driven design and improvements.
• Identify and communicate process gaps and recommend improvements to cross-functional teams.
• Function as SME or point-person on complex processes, influencing stakeholders and supporting sales and service teams.
• Engage frequently with customers onsite and via phone, participating in team projects and account management.
• Exercise discretion in personal work and collaborate remotely or in teams to achieve results.
• Develop departmental processes and recognize policy impacts, raising conflicts if necessary.
• Make reagent utilization decisions impacting budgets, considering financial and customer implications.
• Maintain integrity, honesty, and accuracy in all communications and documentation.
• Monitor customer satisfaction and adhere to safety policies and procedures.

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. 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.