At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
This is a remote position but you have to live in the West Region.
Primary Job Function:
Provide support to Abbott Diagnostic Division customers and field personnel as the primary contact for ADD's instruments; based upon territory need and/business direction; for onsite instrument and assay integration and training; serve as a resource for troubleshooting and resolving instrument and/or reagent problems on-site 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.
Integrate ADD instruments and reagents into customer sites/laboratories. Conduct comprehensive customer entrance interview to understand the customer's needs; and manage their expectations within the defined service offerings.
Plan the integration process. 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.
Deliver on-site or classroom customer training. Maintain and develop technical competence on instruments assigned as well as job-related tools and processes.
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.
Manage time; territory; systems and accounts effectively to meet customer needs; organizational priorities; and sales objectives. Follow defined 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 common departmental processes. Provide technical information to direct management/peers and other functional groups.
Position Accountability / Scope:
This position is very visible to the external customer and will influence customer purchase decisions.
Frequent interaction with customers' onsite and via telephone; some involvement in teams and account management. Interact with field service; CSC or others on technical or 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. 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.
Monitor and maintains customer satisfaction through direct contact.
Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers.
Adheres to safety guidelines; policies; procedures.
Bachelor's Degree in science; engineering; electronics or Medical Technology
Minimum Experience / Training Required:
3-5 yrs of relevant work experience in laboratory environment, field service, technical call center, or Abbott Diagnostics products.
JOB FAMILY:Field Services
LOCATION:United States of America : Remote
TRAVEL:Yes, 100 % 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)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link
EEO is the Law link