Abbott
healthcare
TechnicalApplicationSpecialist
“Technical Application Specialist at Abbott. Skills: instrument and assay integration, troubleshooting, customer support, technical expertise on instruments. Provide support to Abbotts Diagnostic Division (ADD) customers and field personnel. serve as the primary contact for ADD’s highest complexity instruments for onsite instrument and assay integration”
What You'll Achieve.
meet customer expectations and timeline; improve customer self-sufficiency; meet customer organizational priorities, and sales objectives; effectiveness of the CAPA system
Industry & Context.
troubleshooting; diagnose probable causes; systematically eliminate alternatives; provide solutions
Must currently live in the Oklahoma City, Tulsa Ok, San Francisco Bay Area or Las Vegas, NV area., Must currently live in the territory preferably near a major airport., travel up towards 90% to 100%, Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday)
What They're Looking For.
Must Have
Bachelor's degree in science, engineering, electronics or Medical Technology, Two (2) years’ experience in laboratory environment, field service, technical call center, or Abbott Diagnostics products
Nice to Have
Bachelor's Degree in Medical Technology, Four (4) years’ experience in laboratory environment, field service, technical call center, or Abbott Diagnostics products.
What You'll Do.
Provide support to Abbotts Diagnostic Division (ADD) customers and field personnel
serve as the primary contact for ADD’s highest complexity instruments for onsite instrument and assay integration
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
implementing and maintaining the effectiveness of the quality system
Lead multi-site/multi-instrument integrations for ADD instruments and reagents into customer sites/laboratories
Conduct comprehensive customer entrance interview
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
Perform troubleshooting on issues related to reagent or instrument performance
Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware
diagnose probable causes
systematically eliminate alternatives
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
Provide immediate feedback to Customer Service Global Service 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 Highly Serviced Instruments or other account management issues
systems and accounts effectively to meet customer organizational priorities
Follow defined Technical Application Specialist work processes for all aspects of job
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 Subject Matter Expert or point-person on complex processes on cross-functional teams
Provide technical information to direct management/peers and other functional groups
Monitor and maintains customer satisfaction through direct contact
Adheres to safety guidelines
How You'll Work.
Team & Collaboration
Work with implementation project managers as technical lead; Function as Subject Matter Expert or point-person on complex processes on cross-functional teams; Provide technical information to direct management/peers and other functional groups; Leadership shared with Field Service, Customer Support Center, or others on critical account management issues; working remotely and in collaboration on teams and work groups
Communication Scope
communicate product issues and potential improvements; Provide immediate feedback; presenting information completely and accurately
Process & Methodology
execute project plan across customer systems, Manage the integration process to meet customer expectations and timeline
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