Specialist Technical Support

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

This role supports customers by providing technical guidance and ensuring a high-quality experience across Abbotts point-of-care solutions.

To be successful as a Customer Success Advisor candidates should bring strong knowledge of customer engagement channels APOC products and services or relevant experience in a similar industry. The ideal advisor builds trusted customer relationships delivers effective solutions and consistently reinforces a positive Abbott brand experience.

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

• Makes judgment on support services and solutions that improve the customer experience with Abbott and positively contribute to the companys P&L
• Identifies process improvement opportunities that improve the customer experience
• Reviews customer data and engages with Sales and Marketing teams to recommend and coordinate customer recovery strategies for atrisk customers
• Assigned to premium service accounts as a dedicated customer advisor
• Proactively engages directly with customer healthcare professionals up to and including directorlevel management.
• Tracks assigned account customer experience across the customer journey by monitoring and analyzing customerreported complaints customer survey responses and other key performance metrics
• Provides healthcare professionals with sales support technical information and training on the use of company products
• Performs technical product troubleshooting as required
• Assists customers with meeting regulatory and validation requirements
• Manages customerfacing sales support processes that enable commercial teams to achieve performance goals while providing an optimal customer experience
• Resolves and addresses product complaints or inquiries within target timelines
• Executes applicable Quality System processes

EDUCATION AND EXPERIENCE YOULL BRING

Minimum Qualifications

• Associate degree
• 1-3 years of experience in customer experience or account management within a medical or clinical environment
• Demonstrated ability to investigate analyze and resolve complex issues using advanced problemsolving critical thinking and strong attention to detail
• Proficient in MS Word PowerPoint Excel Outlook CRM software and database systems with handson experience along with advanced technical writing and strong written verbal organizational and interpersonal skills to manage multiple priorities independently

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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