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Technical Application Specialist (Eastern Region)

AbbottCharleston, South Carolina, United States

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The Opportunity

This is a remote position.
Qualified candidates must currently live in the East Region.
Qualified candidates must currently live in the territory, preferably near a major airport.
Must be able to travel up to 90% to 100%

What You’ll Work On

Provide support to Abbotts Diagnostic Division (ADD) customers and field personnel as the primary contact for ADD’s highest complexity instruments for onsite instrument and assay integration and training; and serve as a resource for internal / external customers in troubleshooting and resolving instrument and / or reagent problems onsite or over the phone; and document information into the complaint handling system.

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 onsite 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 the 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, and document information into the complaint handling system.

The position is critical to supporting the CAPA Quality Sub-System, with responsibility for accurately documenting 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 Customer Service Organization, Global Service Support, 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.

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

Follow defined Technical Application Specialist 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 recommending 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.

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, 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, Customer Support Center, 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 of whether there is a potential conflict.

Decides 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.

Required Qualifications

Bachelor’s degree in science, engineering, electronics, or Medical Technology

Two (2) years’ experience in the laboratory environment, field service, technical call center, or Abbott Diagnostics products

Preferred Qualifications

Bachelor's Degree in Medical Technology

Four (4) years’ experience in the laboratory environment, field service, technical call center, or Abbott Diagnostics products.

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