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Technical Application Specialist - Western U.S
Technical Application Specialist - Western U.SAbbott • Las Vegas, Nevada, United States
Technical Application Specialist - Western U.S

Technical Application Specialist - Western U.S

Abbott • Las Vegas, Nevada, United States
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

The Opportunity

Our Abbott Diagnostics Division is looking for a Technical Application Specialist in our US West Coast territory. They will provide support to 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.

Territory

  • This is a remote field-based role.
  • Qualified candidates must currently live on the West Coast of the US (CA, PNW, UT, etc.), preferred locations- San Francisco / Sacramento, CA, Reno, NV, Salt Lake City, UT, Las Vegas, NV
  • 90% travel, 75%-90% will be overnight travel

What You’ll Work On

  • 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 a comprehensive customer entrance interview to understand the customer’s needs and manage their expectations within the defined service offerings.
  • Plan the on-site integration process. Work with implementation project managers as technical lead to execute the 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 a thorough exit interview to present integration results and secure customer buy-in.
  • Lead critical account management situations as part of a 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 the 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 CSO, GSS, and others regarding NPL field performance. Deliver onsite or classroom-based customer training.
  • Customize onsite training to meet specific customer needs. Maintain and develop technical competence on instruments assigned as well as job-related tools and processes. Consults in the sales cycle regarding integration / technical / workflow issues, and the service cycle on HSI or other account management issues.
  • Manage time, territory, systems, and accounts effectively to meet customer needs, organizational priorities, and sales objectives. Follow defined TAS work processes for all aspects of the 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 recommending potential improvements to cross-functional work processes.
  • Function as SME or point-person on complex processes on cross-functional teams. Provide technical information to direct management / peers and other functional groups.
  • This position is very visible to the external customer and will influence customer purchase decisions. This position is a Subject Matter Expert (SME) for the Technical Application Specialist (TAS) organization, covering sales and service, influencing stakeholders in these areas.
  • Frequent interaction with customers onsite and via telephone; SME / leadership roles on teams or major projects. Leadership shared with Field Service, CSC or others on critical 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.
  • Develops processes and procedures for the department. Recognizes the impact of the policies and procedures on the business and raises the issue if there is a potential conflict.
  • Makes decisions on reagent utilization on integrations and troubleshooting product replacement that impacts the annual supply budget.
  • 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.
  • Exhibits a high level of integrity, honesty, keeping commitments, and presenting information completely and accurately to both internal and external customers.
  • Monitor and maintain customer satisfaction through direct contact. Adheres to safety guidelines, policies, and procedures.

    • Required Qualifications

  • Bachelor's degree in clinical laboratory, Science or Medical Technology, Biology / Chemistry, or other similar healthcare degrees with an emphasis on the clinical laboratory.
  • 5+ years’ experience in la aboratory environment, field service, technical call center, or Abbott Diagnostics products

    • Preferred Qualifications

  • Bachelor's degree in medical technology
  • 5+ years’ experience in a laboratory environment, field service, technical call center, or Abbott Diagnostics products.
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    Technical Application Specialist Western US • Las Vegas, Nevada, United States

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