Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.
Primary Job Function:
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.
Core Job 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 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 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 as part of 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 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 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 recommend 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. Mentors new field personnel (sales/service) on TS responsibilities and work processes; and mentors' new TS hires in daily responsibilities.
Position Accountability / Scope:
This position is a 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; 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 department. Recognizes the impact of the policies and procedures on the business and raises the issue if there is a potential conflict. Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for US.
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 high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers. Monitor and maintains customer satisfaction through direct contact. Adheres to safety guidelines; policies; procedures.
Bachelor's Degree in science; engineering; electronics or Medical
Minimum Experience / Training Required:
Two to four years' experience in laboratory environment, field service, technical call center, or Abbott Diagnostics products
United States of America : Remote
Yes, 75 % of the Time
SIGNIFICANT WORK ACTIVITIES:
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, Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basis
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
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EEO is the Law link