Senior Technical Service Specialist

Responsibilities

• Serve as a dedicated customer advisor for premium service accounts, providing technical support and product training
• Proactively engage healthcare professionals, including director-level leadership, to build trusted relationships
• Analyze customer data, complaints, and performance metrics to identify trends, risks, and improvement opportunities
• Perform technical product troubleshooting and resolve product inquiries within established timelines
• Partner with Sales and Marketing to coordinate recovery strategies for at-risk customers
• Create and maintain workflow instructions for customer support processes and execute Quality System processes
• Assist customers with regulatory and validation requirements related to product use

Requirements

• 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 investigate and resolve complex issues using advanced problem-solving skills
• Proficiency in MS Office (Word, PowerPoint, Excel, Outlook) and CRM software
• Advanced technical writing and strong verbal communication skills

Preferred Qualifications

• Bachelor’s degree in a related technical or healthcare field
• Experience with Salesforce.com and web-based customer portals
• Ability to manage multiple priorities effectively in a fast-paced environment

Benefits

• Career development opportunities within an international company
• Medical plan coverage options
• Retirement savings plan with high employer contribution
• Tuition reimbursement and student debt assistance programs
• Access to FreeU education benefits

About the Company

Abbott is a global healthcare leader that creates breakthrough science to improve people’s health. Our portfolio of life-changing technologies spans diagnostics, medical devices, nutritionals, and branded generic medicines, serving people in more than 160 countries.