At Abbott, we're committed to helping people live their 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.
Support Abbott Molecular’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.
Responsible for implementing and maintaining the effectiveness of the quality system.
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.
Provide training and information to customers: conduct workshops, small group, and one-on-one training, analyze training needs for specific accounts
Perform troubleshooting at the customer facility as well as by telephone: Investigate problems.
Diagnose probable causes.
Systematically eliminate alternatives.
Manage escalated service and support activities in territory to ensure rapid resolution and customer satisfaction.
Perform advanced troubleshooting for escalated issues at key accounts in region.
Assist salesforce drive sales and protect existing business.
Geographical territory, and Accounts effectively.
Promote customer satisfaction.
Support sales objectives and strategy.
Implements critical projects and.
Works closely with Service and Support management to communicate progress and outcomes provide feedback and recommendations to management.
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.
Communicate to the organization issues, activities, and status of assignments.
Establish and maintain active communication with sales, TS, and Marketing regarding customer issues.
Present technical information to direct management/peers and other functional groups.
Bachelor’s degree in biological sciences or mechanical, electrical or biomedical engineering with laboratory experience in Cytogenetics or Molecular Biology. An advanced degree is preferred. Knowledge of Abbott Molecular technologies, hardware and software applications
2 years of relevant work experience required.
Ability to prioritize work and handle multiple projects simultaneously. Must be able to perform and train support personnel on advance troubleshooting techniques while adhering to policies and procedures of the Quality System. Previous direct experience with, or exposure to, the process of molecular assay integration into a clinical laboratory. Excellent verbal and written communication, organization and problem solving skills. Ability to handle all customer s in a professional mannr. Ability to prioritize work and handle multiple projects simultaneously.
United States > AMD - Des Plaines : DP02
United States of America : Remote
Yes, 50 % of the Time
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment
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