Technical Support Specialist

Follow your aspirations to Abbott for diverse opportunities, competitive salaries, great benefits, a 401(k) retirement savings plan, a company paid pension plan and profit sharing, all with a company providing the growth and strength to build your future. Provide telephone-based support to US Point of Care customers and field personnel for i-STAT analyzers, cartridges, peripherals and data management. Provide second tier support to non-US customers and distributors. Supports high volume, high visibility customers in critical care settings involving a high degree of risk. Responsible for implementing and maintaining the effectiveness of the quality system. Serve as subject matter expert in the technical application of i-STAT products.Supports full suite of i-STAT cartridges including blood gases, chemistry, coagulation and cardiac markers (immuno assay).Respond to customer inquiries via multimedia channels; analyze complaints; diagnose probable causes, systematically eliminate alternatives; provide troubleshooting solutions.Direct customer through troubleshooting process and test to ensure troubleshooting success while educating customer on available tools to promote customers self-reliance and instill product confidence.Identify and communicate root cause when possible, develop solutions. Team with cross functional partners and escalate issues as appropriate to ensure optimal product performance.Document complaints in accordance with Quality standards. Recognize and communicate trends in product issues and their impacts on customers.Serve as the voice of the customer to communicate product use/preferences ensuring continuous improvement in product design and usability.Provide training to internal and external customers as needed and act as the subject matter expert on project teams when necessary.Support point of care growth by focusing on continuous process improvement. Take initiative to change and improve processes both independently and in coordination with internal and external customers.Understand customers work environments and promote product use and implementation to facilitate best practices.Maintain industry expertise via internal and external training. Seek to broaden knowledge base.Due to products use in hospitals CVOR, ER, CCU, ICU and other critical care areas, quick decision making is required which can impact patient treatment and mortality.QualificationsBachelor s Degree in science, bio-medical engineering and/or certification in Medical Technology or Respiratory Therapy.· General knowledge of lab practices or point of care business and related regulatory environments.· Ability to assimilate complicated technical information and communicate to others.· Problem solving or troubleshooting experience, preferably via telephone.· Independent decision making in critical, fast-paced settings.· Excellent verbal communication skills with the ability to express empathy and demonstrate flexibility.· Professional business writing skills.· Detail oriented.3-5 years with point of care technologies or in a hospital laboratory setting.Bi-Lingual a plus. Abbott welcomes and encourages diversity in our workforce. EEO/AATo apply for this position, click here.To learn more about Abbott and view other opportunities, click here.