Abbott
Technical Support Specialist
Job description
JOB DESCRIPTION:
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:
Career development with an international company where you can grow the career you dream of.
Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
An excellent retirement savings plan with high employer contribution
Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position works out of our St. Paul, MN location in the Abbott Vascular Devices division.
Technical Support Specialist: Istheprimaryaccountcontactcoveringcapitalservice andtechnicalsupport. Thepositionprovideson-goingproactivecapitalproductsupportforassignedterritory/accounts. Thecustomerexperienceaspectofthisrolefocusesonincreasingcustomerloyaltyandsecuringretentionatassignedaccounts. Providesadvanced,expert-leveltechnicalandapplicationsupportforcomplexmedicaldevicesystems.Thisroleservesasatop-tierescalationpointforinternalandexternalteams,deliveringdeeptroubleshooting,diagnostics, andsolutionguidanceacrosshardware,software, andintegratedsystems. Thepositionrequiresextensiveremotetroubleshootingcapabilities,strongclinicalandtechnicaljudgment, andclosecoordinationwithfieldoperationsusingServiceMaxtomanagecases,workorders,scheduling, andtechniciandispatch.
Thisroleishighlyvisible,requiringtechnicalleadership,mentorship, andtheabilitytooperateindependentlyinhigh-impact,time-sensitivesituations.
What You'll Work On:
- ProvidestechnicalLevel I and Level IIphoneand on-sitesupporttoproactivelymaintainproductperformanceorresolvecustomercomplaintsforhardware,software, anddisposableissues.
- Performsproactiveservice supportactivitiestomaintainsystemperformance. Appliesstandardtroubleshootingtoolsorconceptstoidentifytherealissueanditsrootcause.
- Determineslevelofurgencyofservice supportrequests,developsrecommendationsandimplementsolutionsthatreflectcustomerand Abbottbusinessneed.
- Performadvancedremotediagnosticsandtroubleshootingacrossmechanical,electrical,software, andsystemintegrationdomainssuch ascustomer DICOM/Networking systems configuration.
- Recordaccurateandtimelydocumentationofcustomercomplaintsandtheactiontakentoresolvetheconcern.
- Createandmanagecasesandworkorderswithaccuracyandefficiencyinapplicablesoftwareapplications.
- Contributetoknowledgebasedevelopment,technicaldocumentation,trainingmaterials, andtroubleshootingguides.
- Plan andprioritizeschedulecustomervisitsandactivitiestodoineachaccount.
- Coordinateorder;deliveryandbillingofproductsand/orservicesinassignedaccounts. Monitorinventoryandreplenishaccordingly
- SupportthesalesteamwithmonitoringandimplementationofServiceContractSalesatassignedaccounts.
- PartnerwithSalesExecutivestodevelopaccount-specificstrategyandexecutionthroughoutcommercialcycleandparticipateincustomerbusinessreviews.
- Understandcompetitivelandscapeofassignedaccountsorterritoryandleverageittomaximizebusinessopportunities.
- Develop/preservestrongrelationshipstogainmeaningfulinsightsthatwillallowforvalueexpansionopportunities.
- Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer’s ability to troubleshoot/repair hardware/software and increase knowledge of component replacement. EnsureallsupportactivitiesalignwithFDA, ISO, andapplicableregulatoryandqualitysystemrequirements.
- Maintainstrictadherencetodocumentation,escalation, andcomplaint-handlingproceduresformedicaldevices.
- Identifyandescalatepotentialsafety,compliance,oradverseeventconcernsinaccordancewithcompanypolicy.
- Mayrequireoccasionalparticipationinafter-hoursoron-callsupportrotations.
Qualifications:
AssociatesDegree(± 13years) anequivalentcombinationofeducationandworkexperience Minimum2years relevantexperiencewithinstrumentationutilizedinaCathLab.
Minimum2years experienceinterfacingwithcustomers.
Capitalequipment-engineering(preferred).
Imaging/OCT(preferred).
Mechanicallyinclined(preferred).
Hospital/medicalspecificequipment(preferred).
X-ray (preferred)
Apply Now
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.
The base pay for this position is
$27.85 – $55.65/hourIn specific locations, the pay range may vary from the range posted.
