Technical Application Specialist - Western U.S

Position Overview

Abbott is a global healthcare leader creating breakthrough science to improve people’s health. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the world to drive critical patient care decisions. The Abbott Diagnostics Division is seeking a Technical Application Specialist for the US West Coast territory. In this role, you will serve as the primary contact for high complexity instruments—handling onsite instrument and assay integration, training, troubleshooting, and complaint documentation—all while collaborating closely with both internal teams and customers.

Key Responsibilities

• Implement and maintain the effectiveness of the quality system by leading multi-site/multi-instrument integrations for ADD instruments and reagents, including new product launch (NPL) products.
• Conduct comprehensive customer entrance interviews to understand needs and manage expectations within defined service offerings.
• Plan and execute the on-site integration process in collaboration with implementation project managers as the technical lead.
• Assist customers with regulatory and validation requirements by providing appropriate training on newly installed instruments and ensuring a smooth transition of instrument ownership.
• Lead critical account management situations as part of a combined sales/service/support effort.
• Perform troubleshooting on reagent or instrument performance issues to improve customer self-sufficiency.
• Provide technical phone and on-site support to maintain product performance or resolve customer complaints related to hardware, software, or reagents, documenting all actions in the complaint handling system.
• Support the CAPA Quality Sub-System by ensuring accurate documentation of customer complaints and actions taken.
• Recognize and promptly communicate product issues and potential improvements to the organization.
• Provide immediate feedback regarding NPL field performance and deliver onsite or classroom-based customer training, customized to specific needs.
• Manage time, territory, systems, and accounts effectively to meet customer needs and organizational priorities.
• Collect and provide data on customer usage and preferences to drive customer-driven design and usability enhancements.
• Identify and communicate critical gaps in cross-functional work processes and recommend improvements.
• Serve as a subject matter expert (SME) or point-person on complex processes, influencing stakeholders in sales and service.
• Interact frequently with customers onsite and by telephone, and assume leadership roles on teams or major projects.
• Develop departmental processes and procedures, raising potential conflicts when necessary.
• Make informed decisions on reagent utilization during integrations and troubleshooting that impact annual supply budgets.
• Exhibit a high level of integrity, honesty, and accountability by keeping commitments and providing accurate information to both internal and external customers.
• Monitor and maintain customer satisfaction by adhering to safety guidelines, policies, and procedures.

Required Qualifications

• Education: Bachelor's degree in clinical laboratory, Science or Medical Technology, Biology/Chemistry, or a similar healthcare field with an emphasis on the clinical laboratory.
• Experience Required: 5+ years’ experience in a laboratory environment, field service, technical call center, or with Abbott Diagnostics products.

Preferred Qualifications

• Education: Bachelor's degree in medical technology.
• Experience Required: 5+ years’ experience in a laboratory environment, field service, technical call center, or with Abbott Diagnostics products.

Benefits & Perks

• Salary: $61,300.00 – $122,700.00 (Note: Pay range may vary by location.)
• Location: Remote field-based role on the US West Coast (including CA, PNW, UT, etc.; preferred locations: San Francisco/Sacramento, CA; Reno, NV; Salt Lake City, UT; Las Vegas, NV).
• Schedule: 90% travel with 75%-90% involving overnight stays.
• Career development opportunities with a global leader in healthcare.
• Access to free medical coverage through the Health Investment Plan (HIP) PPO starting next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement and education benefits including the Freedom 2 Save student debt program and FreeU education benefit.
• Recognition as part of a company celebrated as a great place to work for diversity, working mothers, female executives, and scientists.