Technical Application Specialist, immunoassay/ Clinical Chemistry (San Francisco, CA / Salt Lake City, UT)
Abbott Laboratories · CA, US
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About the Role
Provide onsite instrument and assay integration, training, and troubleshooting for Abbott Core Laboratory customers and field personnel. Serve as a primary contact for high-complexity instruments, resolving issues remotely or over the phone, and documenting information in the complaint handling system. This role is highly visible to external customers and influences purchase decisions.
Responsibilities
- Provide support to Abbott Core Laboratory customers and field personnel.
- Serve as the primary contact for Core Lab’s highest complexity instruments for onsite instrument and assay integration and training.
- Act 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.
- Interact frequently with customers onsite and remotely.
- Participate in customer touchpoint teams for account management to build customer satisfaction.
- 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.
- Conduct comprehensive customer entrance interviews 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 interviews to present integration results and ensure customer satisfaction.
- Investigate problems, diagnose probable causes, systematically eliminate alternatives, and provide solutions.
- Maintain and develop technical competence on assigned instruments and 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.
Requirements
- Must currently live in San Francisco Bay area or Salt Lake City, UT area.
- Must have easy access to a major metropolitan airport.
- Must be able to travel up to 90%.
- Must have a Valid Driver’s License.
- Bachelor’s degree.
- 3+ Years of relevant work experience in a laboratory environment, field service, or a technical support call center.
Skills
- Instrument and assay integration
- Customer training
- Troubleshooting instrument and reagent problems
- Complaint handling system documentation
- Account management
- Regulatory and validation requirements assistance
- Customer satisfaction
- Technical competence on instruments
Location
- Remote
- San Francisco Bay area
- Salt Lake City, UT area
Work Type
- Remote
- Full-time
Experience Level
- 3+ Years of relevant work experience
- 5+ Years of relevant work experience
Education Level
- Bachelor’s degree
- Bachelor’s degree in medical technology/clinical laboratory science
- Lab certification (e.g., MLS, MLT, etc.)
Salary/Compensations
- $61,300.00 – $122,700.00
Benefits
- Free medical coverage in Health Investment Plan (HIP) PPO medical plan in the next calendar year.
- Excellent retirement savings plan with high employer contribution.
- Tuition reimbursement.
- Freedom 2 Save student debt program.
- FreeU education benefit.
- 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 122,000 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.
- Abbott is recognized 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.