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Abbott · 1 month ago

Technical Application Specialist - US West Coast

Illinois, United States

Full-time

Hybrid

Mid, Senior Level

$61K/yr - $123K/yr

5+ years exp

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Technical Application Specialist will provide support to customers and field personnel as the primary contact for high complexity instruments, ensuring effective integration and training while resolving instrument and reagent issues.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

Responsibilities

Responsible for implementing and maintaining 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 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 project plan across customer systems

Work with the customer to take ownership of the instrument

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 timeline

Conduct thorough exit interview to present integration results and secure customer buy-in

Lead critical account management situations as part of combined sales/service/support effort

Perform troubleshooting on issues related to reagent or instrument performance designed to improve customer self-sufficiency

Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware; software and reagent issues

Investigate problems; diagnose probable causes; systematically eliminate alternatives; provide solutions; document information into complaint handling system

Position is critical to the support of the CAPA Quality Sub-System with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns

Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner

Provide immediate feedback to CSO; GSS; 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

Consults in the sales cycle regarding integration/technical/workflow issues; and the service cycle on HSI or other account management issues

Manage time; territory; systems and accounts effectively to meet customer needs; organizational priorities; and sales objectives

Follow defined TAS work processes for all aspects of job; including integration procedures complaint documentation, time documentation, activity documentation, and TOR documentation

Provide data to the organization on customer use/preferences leading to customer driven design/customer usability

Responsible for identifying and communicating critical gaps and recommend potential improvements to cross functional work processes

Function as SME or point-person on complex processes on cross-functional teams

Provide technical information to direct management/peers and other functional groups

This position is a very visible to the external customer and will influence customer purchase decisions

This position is a Subject Matter Expert (SME) for the Technical Application Specialist (TAS) organization to sales and service; influencing stakeholders in these areas

Frequent interaction with customers’ onsite and via telephone; SME/leadership roles on teams or major projects

Leadership shared with Field Service, CSC or others on critical account management issues

Receives general direction and exercises considerable discretion as to personal work details

Accomplishes results individually, working remotely and in collaboration on teams and work groups

Develops processes and procedures for department

Recognizes the impact of the policies and procedures on the business and raises the issue if there is a potential conflict

Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget

Considers financial and customer implications as part of decision making

Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns

Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers

Monitor and maintains customer satisfaction through direct contact

Adheres to safety guidelines; policies; procedures

Qualification

Clinical LaboratoryMedical TechnologyField Service ExperienceTechnical SupportTroubleshootingCustomer TrainingProject ManagementCommunication SkillsDocumentation Skills

Required

Bachelor's degree in Clinical Laboratory, Science or Medical Technology, Biology/Chemistry or other similar healthcare degrees with an emphasis on the clinical laboratory

5+ years' experience in laboratory environment, field service, technical call center, or Abbott Diagnostics products