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About the Role

Provide support to Abbott Diagnostics Division (ADD) customers and field personnel as the primary contact for ADD’s highest complexity instruments. This role involves onsite instrument and assay integration, training, and serving as a resource for troubleshooting and resolving instrument and/or reagent problems. The position influences customer purchase decisions and requires frequent interaction with customers onsite and remotely.

Responsibilities

Conduct comprehensive customer entrance interview to understand customer needs and verify expectations.
Assist customers with meeting their regulatory and validation requirements.
Customize onsite customer training to meet specific customer needs.
Manage the integration process to meet customer expectations and timeline.
Conduct thorough exit interview to present integration results and ensure customer satisfaction.
Investigate problems, diagnose probable causes, systematically eliminate alternatives, provide solutions, and document information into the complaint handling system.
Maintain and develop technical competence on assigned instruments, job-related tools, and processes.
Follow defined TAS work processes for all aspects of the job, including integration procedures, complaint documentation, time documentation, activity documentation, and TOR documentation.
Provide support to 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/or reagent problems onsite or over the phone.
Document information into the complaint handling system.
Build customer satisfaction through frequent interaction with customers onsite and remotely and involvement in customer touchpoint teams for account management.
Make decisions on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget for US.
Consider financial and customer implications as part of decision making.

Requirements

Bachelor’s degree in medical technology/clinical laboratory science.
3 to 5 years of relevant work experience in a laboratory environment, field service, a technical support call center, or working with Abbott Diagnostics products, assays, or instruments.
Must be able to travel up towards 90%.

Skills

Instrument and assay integration
Customer training
Troubleshooting instrument and reagent problems
Complaint handling system documentation
Technical competence on instruments
TAS work processes

Location

Remote
San Francisco Bay area
Salt Lake City, UT area

Work Type

Remote
Full-time

Experience Level

3-5 years

Education Level

Bachelor's degree

Salary/Compensations

$61,300.00 – $122,700.00

Benefits

Free medical coverage in Health Investment Plan (HIP) PPO medical plan (qualifications apply).
Excellent retirement savings plan with high employer contribution.
Tuition reimbursement.
Freedom 2 Save student debt program.
FreeU education benefit for bachelor’s degree.
Health and wellness benefits.

About the Company

Abbott is a global healthcare leader that helps people live more fully at all stages of life.
Abbott's portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.
Abbott's 115,000 colleagues serve people in more than 160 countries.
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health.
Abbott is always looking towards the future, anticipating changes in medical science and technology.
Abbott's diagnostic solutions are used in hospitals, laboratories, and clinics around the globe.
The crucial information derived from Abbott's tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions.
Abbott is recognized as a great place to work in dozens of countries around the world.
Abbott is named one of the most admired companies in the world by Fortune.
Abbott 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.

Equal Opportunity

Abbott is an Equal Opportunity Employer, committed to employee diversity.
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.