Senior Technical Service Specialist

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, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. 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 Senior Technical Service Specialist position is part of the Abbott Point of Care (APOC) Division and is based in Princeton, NJ. To ensure success as a Senior Customer Success Advisor, you will bring deep knowledge of customer engagement channels, APOC products and service offerings, and/or relevant experience in a similar regulated industry. The ideal advisor builds trusted customer relationships, delivers effective solutions, and consistently reinforces a positive Abbott brand experience while influencing outcomes across premium customer accounts. Abbott Point of Care is a global leader in providing critical medical diagnostic and data management products for rapid blood analysis that are intuitive, reliable, and cost-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 the industrys most 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 Analyze Customer Health & Risk Monitor assigned account performance across the customer journey by analyzing customerreported complaints, survey feedback, and key performance metrics. Independently analyze customer data to identify trends, risks, and improvement opportunities. Plan & Recommend Solutions Make informed judgments on support, services, and solutions that improve the customer experience and positively contribute to the company's P&L Identify process improvement opportunities and recommend crossfunctional or divisional enhancements, including escalation to senior leadership as needed. Engage & Advise Customers Serve as a dedicated customer advisor for premium service accounts Proactively engage healthcare professionals up to and including directorlevel leadership Provide healthcare professionals with sales support, technical information, and product training Execute Support & Recovery Actions Partner with Sales and Marketing to recommend and coordinate recovery strategies for atrisk customers Perform technical product troubleshooting as required Resolve and address product complaints or inquiries within established timelines Enable Operational & Commercial Success Manage customerfacing sales support processes that enable commercial teams to achieve performance goals while delivering an optimal customer experience. Assist customers with regulatory and validation requirements related to product use. Improve, Standardize & Govern Establish, track, and exceed customer experience key performance indicators (KPIs) Create and maintain workflow instructions for customer support processes (e.g., wellness checks) Execute applicable Quality System processes in compliance with regulatory requirements. EDUCATION AND EXPERIENCE YOULL BRING Minimum Qualifications 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 independently investigate, analyze, and resolve complex issues using advanced problemsolving and criticalthinking skills; proficient in MS Word, PowerPoint, Excel, Outlook, CRM software, and database systems Advanced technical writing and strong written and verbal communication skills, with proven ability to take ownership, manage multiple priorities, and work effectively in a team environment with minimal supervision Preferred Qualifications Bachelors degree in a related technical or healthcare field Experience with Salesforce.com 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: www.abbottbenefits.com 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 and @AbbottGlobal. The base pay for this position is $61,300.00 $122,700.00 In specific locations, the pay range may vary from the range posted. JOB FAMILY: Support Services DIVISION: APOC Point of Care LOCATION: United States > Princeton : 400 College Road East ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: No MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions across the spectrum of health, around the world, for all stages of life. Whether its next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of lifes greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter