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Technical Applications Specialist

5 months ago

Maidenhead, United Kingdom Abbott Laboratories Full time

About Abbott

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionalâs and branded generic medicines. Our 113,000 colleagues serve people in more than 160 countries.

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.

The Opportunity

The Technical Application Specialist will provide technical field and remote support to Abbott Molecular customers in EMEA. They will Introduce AM assays, applications, and systems in customer laboratories as well as plan and conduct customer training at customer site or in Abbott training facilities.

They will provide first level problem solving support at customer site and support local Sales and Marketing organizations by providing demonstrations of AM systems and applications in customer laboratory and during congresses or user group meetings.

What Youâll Do

  • Plan and deliver customer training according to common AM training standards.
  • Take ownership for reported customer inquiries and complaints and make sure that all requests and issues are answered and resolved in a timely manner and maximum customer satisfaction is achieved.
  • Investigate error conditions, diagnose probable root causes, and provide troubleshooting solutions over the phone or at customer sites.
  • Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timeline.
  • Provide complete information and data, related to customer complaints, and ensure proper documentation in Abbott Call Management Systems.
  • Escalate system or assay immanent failures to the next level of support and provide all relevant data describing failure conditions and requests for enhancements to facilitate fast problem solution and continuous improvement of AM products and services.
  • Prepare technical product launches on a regional or country level, introduce and track performance of new assays and systems in customer laboratories and provide feedback to technical departments in Wiesbaden, Des Plaines or third-party manufacturers if requested.
  • Form the link between customers in EMEA and technical organizations in AM to facilitate an effective flow of information.
  • Participate to technical conference calls and Support Meetings and provide input upon request.

Required Qualifications

  • Bachelorâs degree in biological sciences or equivalent working experience
  • Excellent knowledge of common molecular biological techniques, required for the support of highly demanding product portfolio of AM, e.g., Nucleic Acid Extraction, PCR, Sequencing, FISH.
  • Highly developed analytical skills for effective solving of complex problems.
  • Excellent communication skills to build and maintain positive relationships with internal and external customers.
  • Ability to effectively solve customersâ technical problems by phone, email, webinar and in person at a client site.  
  • Outstanding customer care skills. A strong desire to work with customers to understand their needs and recommend Abbott solutions that accomplish their scientific goals.
  • Strong training skills for effective training of external customers on use and application of AM products.
  • Excellent presentation skills to support commercial organizations with demos of AM products and as a key element of training.
  • Fluency in English language is a requirement, including the ability to write reports, technical documents, and analytical problem descriptions.
  • Other language skills will be a distinct advantage.
  • Organization skills, ability to prioritise customer requests based on urgency and business value.
  • Able to work independently as well as on a team.
  • Excellent knowledge of PC technology and common Software, MS Office.
  • Ability and willingness to travel up to a 60% of the time.

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 www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.