Abbott · 7 hours ago
Technical Application Specialist - Western U.S
Illinois, United States
Full-time
Onsite
Senior Level
$61K/yr - $123K/yr
5+ years expAbbott is a global healthcare leader that helps people live more fully at all stages of life. They are seeking a Technical Application Specialist to provide support for high complexity instruments, assist customers with integration and training, and troubleshoot issues related to instrument and reagent performance.
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 a comprehensive customer entrance interview to understand the customer’s needs and manage their expectations within the defined service offerings
Plan the on-site integration process
Work with implementation project managers as technical lead to execute the 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 a thorough exit interview to present integration results and secure customer buy-in
Lead critical account management situations as part of a 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 the 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 the 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 recommending 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 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, covering 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 the department
Recognizes the impact of the policies and procedures on the business and raises the issue if there is a potential conflict
Makes decisions on reagent utilization on integrations and troubleshooting product replacement that impacts the 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 a high level of integrity, honesty, keeping commitments, and presenting information completely and accurately to both internal and external customers
Monitor and maintain customer satisfaction through direct contact
Adheres to safety guidelines, policies, and procedures
Qualification
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
Preferred
Bachelor's degree in medical technology
5+ years' experience in a laboratory environment, field service, technical call center, or Abbott Diagnostics products
Benefits
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 a 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.
Company
Abbott
Abbott is a healthcare company that produces diagnostic kits, medical devices, nutritional products, and branded generic medicines.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.79M2011-03-15Post Ipo Debt· $0.1M
2009-03-16Post Ipo Debt· $6.69M
1980-12-12IPO
Leadership Team
Robert Ford
President & Chief Executive Officer
Mike Peterson
Senior Vice President
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