Technical Support Specialist

Socket.dev; Saint Paul (MN); On-site; USD 38,000 - 77,000; Full time

Job summary

Abbott is seeking a Technical Support Specialist to serve as the primary contact for capital service and technical support from St. Paul, MN. The role involves advanced diagnostics, field escalation, and coordinating service activities for Abbott Vascular devices.

You will work with a cross-functional team to ensure device performance, troubleshoot complex systems, and support regional accounts while adhering to FDA, ISO, and quality requirements.

Qualifications

• Associate degree or equivalent required/plus education and work experience.
• Minimum 2 years relevance experience with instrumentation in Cath Lab.
• Experience interfacing with customers preferred.
• Imaging/ OCT knowledge and hospital/medical equipment familiarity preferred.

Responsibilities

• Provide Level I/II technical and on-site support for hardware/software and disposables.
• Perform remote diagnostics and troubleshooting across mechanical, electrical, software and system integration domains.
• Record documentation of customer issues and actions taken; manage cases/work orders.
• Coordinate order, delivery and billing; monitor inventory and replenish as needed.
• Support sales with monitoring and implementing service contracts; develop account strategies with Sales.

Skills

Customer interfacing

Mechanical inclination

Imaging/OCT knowledge

X-ray knowledge

Education

Associate degree

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 122,000 colleagues serve people in more than 160 countries.

Job Description

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 position works out of our St. Paul, MN location in the Abbott Vascular Devices division.

Technical Support Specialist: Istheprimaryaccountcontactcoveringcapitalservice andtechnicalsupport. Thepositionprovideson-goingproactivecapitalproductsupportforassignedterritory/accounts. Thecustomerexperienceaspectofthisrolefocusesonincreasingcustomerloyaltyandsecuringretentionatassignedaccounts.Providesadvanced,expert-leveltechnicalandapplicationsupportforcomplexmedicaldevicesystems.Thisroleservesasatop-tierescalationpointforinternalandexternalteams,deliveringdeeptroubleshooting,diagnostics, andsolutionguidanceacrosshardware,software, andintegratedsystems. Thepositionrequiresextensiveremotetroubleshootingcapabilities,strongclinicalandtechnicaljudgment, andclosecoordinationwithfieldoperationsusingServiceMaxtomanagecases,workorders,scheduling, andtechniciandispatch.

Thisroleishighlyvisible,requiringtechnicalleadership,mentorship, andtheabilitytooperateindependentlyinhigh-impact,time-sensitivesituations.

What You'll Work On:

• ProvidestechnicalLevel I and Level IIphoneand on-sitesupporttoproactivelymaintainproductperformanceorresolvecustomercomplaintsforhardware,software, anddisposableissues.
• Performsproactiveservice supportactivitiestomaintainsystemperformance. Appliesstandardtroubleshootingtoolsorconceptstoidentifytherealissueanditsrootcause.
• Determineslevelofurgencyofservice supportrequests,developsrecommendationsandimplementsolutionsthatreflectcustomerand Abbottbusinessneed.
• Performadvancedremotediagnosticsandtroubleshootingacrossmechanical,electrical,software, andsystemintegrationdomainssuch ascustomer DICOM/Networking systems configuration.
• Recordaccurateandtimelydocumentationofcustomercomplaintsandtheactiontakentoresolvetheconcern.
• Createandmanagecasesandworkorderswithaccuracyandefficiencyinapplicablesoftwareapplications.
• Contributetoknowledgebasedevelopment,technicaldocumentation,trainingmaterials, andtroubleshootingguides.
• Plan andprioritizeschedulecustomervisitsandactivitiestodoineachaccount.
• Coordinateorder;deliveryandbillingofproductsand/orservicesinassignedaccounts. Monitorinventoryandreplenishaccordingly
• SupportthesalesteamwithmonitoringandimplementationofServiceContractSalesatassignedaccounts.
• PartnerwithSalesExecutivestodevelopaccount-specificstrategyandexecutionthroughoutcommercialcycleandparticipateincustomerbusinessreviews.
• Understandcompetitivelandscapeofassignedaccountsorterritoryandleverageittomaximizebusinessopportunities.
• Develop/preservestrongrelationshipstogainmeaningfulinsightsthatwillallowforvalueexpansionopportunities.
• Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer’s ability to troubleshoot/repair hardware/software and increase knowledge of component replacement. EnsureallsupportactivitiesalignwithFDA, ISO, andapplicableregulatoryandqualitysystemrequirements.
• Maintainstrictadherencetodocumentation,escalation, andcomplaint-handlingproceduresformedicaldevices.
• Identifyandescalatepotentialsafety,compliance,oradverseeventconcernsinaccordancewithcompanypolicy.
• Mayrequireoccasionalparticipationinafter-hoursoron-callsupportrotations.

Qualifications:

AssociatesDegree(± 13years) anequivalentcombinationofeducationandworkexperience Minimum2yearsrelevantexperiencewithinstrumentationutilizedinaCathLab.

Minimum2yearsexperienceinterfacingwithcustomers.

Capitalequipment-engineering(preferred).

Imaging/OCT(preferred).

Mechanicallyinclined(preferred).

Hospital/medicalspecificequipment(preferred).

X-ray (preferred)

Abbott is an Equal Opportunity Employer, committed to employee diversity.

The base pay for this position is

$27.85 – $55.65/hour

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

JOB FAMILY:

Field Services

DIVISION:

AVD Vascular

LOCATION:

United States > Minnesota > St. Paul : 1225 Old Highway 8 NW

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdfEEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf