Abbott Technical Support Specialist in Des Plaines, Illinois
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 109,000 colleagues serve people in more than 160 countries.
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.
WHAT YOU’LL DO
The Technical Support Specialist (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.
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.
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.
EDUCATION AND EXPERIENCE YOU’LL BRING
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.
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:
Training and career development , with onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial performance and history of being actively involved in local communities
*Learn more about our benefits that add real value to your life to help you live fully: * www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. 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 and @AbbottGlobal
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email firstname.lastname@example.org
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