Senior Technical Service Specialist

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader creating breakthrough science to improve peoples health. Were always looking towards the future anticipating changes in medical science and technology.

Our diagnostic solutions are utilized in hospitals laboratories and clinics worldwide. The crucial information derived from our tests instruments and informatics systems is often the first step in patient care decision-making for hundreds of health conditions ranging from heart attacks to blood disorders 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. Youll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelors 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 the best place to work for diversity working mothers female executives and scientists.

The Opportunity

The Senior Technical Service Specialist position is part of the Abbott Point of Care (APOC) Division and is based in Princeton NJ.

To ensure success as a Senior Customer Success Advisor you will bring deep knowledge of customer engagement channels APOC products and service offerings and/or relevant experience in a similar regulated industry. The ideal advisor builds trusted customer relationships delivers effective solutions and consistently reinforces a positive Abbott brand experience while influencing outcomes across premium customer accounts.

Abbott Point of Care is a global leader in providing critical medical diagnostic and data management productsfor rapid blood analysisthat are intuitive reliable andcost-effective.Our i-STAT System is an advanced portable diagnostic tool that provides real-time lab-quality results within minutes to accelerate patient-care decision-making. The i-STAT System has theindustrysmost comprehensive menu of tests in a single platform including tests for blood gases electrolytes chemistries coagulation hematology glucose cardiac markers and traumatic brain injury. By delivering lab-quality results in minutes our i-STAT System fosters a collaborative patient-centered environment while driving improved operational performance.

What Youll Work On

Analyze Customer Health & Risk

• Monitor assigned account performance across the customer journey by analyzing customerreported complaints survey feedback and key performance metrics.
• Independently analyze customer data to identify trends risks and improvement opportunities.

Plan & Recommend Solutions

• Make informed judgments on support services and solutions that improve the customer experience and positively contribute to the companys P&L
• Identify process improvement opportunities and recommend crossfunctional or divisional enhancements including escalation to senior leadership as needed.

Engage & Advise Customers

• Serve as a dedicated customer advisor for premium service accounts
• Proactively engage healthcare professionals up to and including directorlevel leadership
• Provide healthcare professionals with sales support technical information and product training

Execute Support & Recovery Actions

• Partner with Sales and Marketing to recommend and coordinate recovery strategies for atrisk customers
• Perform technical product troubleshooting as required
• Resolve and address product complaints or inquiries within established timelines

Enable Operational & Commercial Success

• Manage customerfacing sales support processes that enable commercial teams to achieve performance goals while delivering an optimal customer experience.
• Assist customers with regulatory and validation requirements related to product use.

Improve Standardize & Govern

• Establish track and exceed customer experience key performance indicators (KPIs)
• Create and maintain workflow instructions for customer support processes (e.g. wellness checks)
• Execute applicable Quality System processes in compliance with regulatory requirements.

EDUCATION AND EXPERIENCE YOULL BRING

Minimum Qualifications

• Associate degree
• 3-5 years of experience in customer experience customer success or account management within a medical clinical or regulated environment
• Demonstrated ability to independently investigate analyze and resolve complex issues using advanced problemsolving and criticalthinking skills; proficient in MS Word PowerPoint Excel Outlook CRM software and database systems
• Advanced technical writing and strong written and verbal communication skills with proven ability to take ownership manage multiple priorities and work effectively in a team environment with minimal supervision

Preferred Qualifications

• Bachelors degree in a related technical or healthcare field
• Experience with and webbased customer portals
• Ability to manage multiple priorities effectively in a fastpaced environment

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits which provide the security to help you and your family live full lives:

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 on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

In specific locations the pay range may vary from the range posted.

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Senior IC