Specialist - Tech Support

Job description

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 107,000 colleagues serve people in more than 160 countries

     

JOB DESCRIPTION:

Specialist Technical Support (Field/Phone Support) – Abbott Molecular Division (AMD)

At Abbott, we're committed to helping you live your 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.

At Abbott Molecular, we realize the potential of personalized care as the laboratory’s most trusted and preferred source for molecular diagnostic solutions. We are a division of Abbott Laboratories, a global, diversified healthcare innovator with a legacy of pioneering work in medical diagnostics.

Position Overview:

The Specialist Technical Support (Field/Phone Support) will support AMD’s sales growth through delivering exceptional technical support to customers and field sales. Ensure a high degree of customer satisfaction and loyalty to Abbott Molecular products as the primary contact for assay/instrument integrations, technical support and troubleshooting of instrument and/or reagent issues.

Position Responsibilities:

·  Provides technical support to customers by phone or in the field, which includes information on: Instrument/reagent usage, protocol, instrument/reagent capabilities and specifications.
·  Provides technical support to sales reps via phone and e-mail.
·  Manage the support activities in territory to ensure rapid integration of assays and instruments into customer facilities: Plan and oversee the integration process, recommend the appropriate lab configuration and good molecular practice, and assist customers in meeting their regulatory and validation requirements.
·  Maximize reagent revenue stream for new instrument placements through efficient instrument integrations.
·  Perform troubleshooting at the customer facility as well as by telephone: Investigate problems and diagnose probable causes, systematically eliminate alternatives and provide solutions.
·  Provide training and information to customers 1 on 1 or in small groups.
·  Manages time, geographical territory accounts effectively.
·  Document activities.
·  Promote customer satisfaction.
·  Support sales objectives and strategy.
·  Comply with all FDA and AM Quality Systems procedures.
·  Accountable for Office of Ethics and Compliance activity related to no-charge product shipments as they relate to replacement parts for troubleshooting.
·  Consistent account monitoring and maintain customer satisfaction through direct contact and establishment of rapport with accounts; ensuring all technical inquiries/issues are managed in a timely manner.
·  Shares customer information with customer service team and appropriate sales rep Meets department standards relative to response times to customers.
·  Responsible for individual travel budget Conduct effective customer and employee product training independently.

Position Qualifications/Experience:

·  Bachelor’s degree in biological sciences or related area with some laboratory experience in Cytogenetics or Molecular Biology. An advanced degree in biological sciences or related area is preferred.
·  2+ years of relevant work experience required [e.g., knowledge of basic molecular diagnostic technologies and their protocols (i.e., FISH, PCR, sequencing, etc.].
·  Excellent verbal and written communication, organization and problem-solving skills.
·  Ability to handle all customers in a professional manner.
·  Must be willing to travel up to 75% domestically.

     

JOB FAMILY:

Field Services

     

DIVISION:

AMD Molecular

        

LOCATION:

United States > Des Plaines : 1350 East Touhy Avenue

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting 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 - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf