Specialist Technical Support

Responsibilities

• Provide technical guidance and troubleshooting for point-of-care diagnostic solutions to healthcare professionals
• Act as a dedicated customer advisor for premium service accounts, engaging with management up to the director level
• Monitor and analyze customer-reported complaints, survey responses, and key performance metrics to track the customer journey
• Identify process improvement opportunities to enhance the customer experience and contribute to company P&L
• Deliver technical information, sales support, and product training to healthcare professionals
• Resolve product complaints and inquiries within target timelines while executing Quality System processes
• Collaborate with Sales and Marketing teams to recommend and coordinate recovery strategies for at-risk customers

Requirements

• Associate degree
• 1-3 years of experience in customer experience or account management within a medical or clinical environment
• Proficiency in MS Office (Word, PowerPoint, Excel, Outlook) and CRM software
• Strong technical writing, verbal, and interpersonal communication skills
• Demonstrated ability to investigate and resolve complex issues using critical thinking and attention to detail

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
• Retirement savings plan with high employer contribution
• Tuition reimbursement and specialized student debt/education programs
• Comprehensive health and wellness benefits

About the Company

Abbott is a global healthcare leader that creates breakthrough science to improve people’s health. Our portfolio spans diagnostics, medical devices, nutritionals, and branded generic medicines, serving people in more than 160 countries. Our point-of-care solutions provide critical, real-time diagnostic data to accelerate patient-care decision-making worldwide.