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 115,000 colleagues serve people in more than 160 countries. About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. 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 is a remote position. Qualified candidates must currently live in the Oklahoma City,Tulsa Ok, San Francisco Bay Area or Las Vegas, NV area. Qualified candidates must currently live in the territory preferably near a major airport. Must be able to travel up towards 90% to100% What You’ll Work On 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. 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 Customer Service Organization; Global Service Support; and others regarding NPL field performance. Deliver onsite or classroom-based customer training. Customize onsite training to meet specific customer needs