Technical Support Specialist

Technical Support Specialist: Is the primary account contact covering capital service and technical support. The position provides on-going proactive capital product support for assigned territory/accounts. The customer experience aspect of this role focuses on increasing customer loyalty and securing retention at assigned accounts. Provides advanced, expert-level technical and application support for complex medical device systems. This role serves as a top-tier escalation point for internal and external teams, delivering deep troubleshooting, diagnostics, and solution guidance across hardware, software, and integrated systems. The position requires extensive remote troubleshooting capabilities, strong clinical and technical judgment, and close coordination with field operations using ServiceMax to manage cases, work orders, scheduling, and technician dispatch. This role is highly visible, requiring technical leadership, mentorship, and the ability to operate independently in high-impact, time-sensitive situations. What You’ll Work On:

• Provides technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware, software, and disposable issues.

• Performs proactive service support activities to maintain system performance. Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.

• Determines level of urgency of service support requests, develops recommendations and implement solutions that reflect customer and Abbott business need.

• Perform advanced remote diagnostics and troubleshooting across mechanical, electrical, software, and system integration domains such as customer DICOM/Networking systems configuration.

• Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.

• Create and manage cases and work orders with accuracy and efficiency in applicable software applications.

• Contribute to knowledge base development, technical documentation, training materials, and troubleshooting guides.

• Plan and prioritize schedule customer visits and activities to do in each account.

• Coordinate order; delivery and billing of products and/or services in assigned accounts. Monitor inventory and replenish accordingly

• Support the sales team with monitoring and implementation of Service Contract Sales at assigned accounts.

• Partner with Sales Executives to develop account-specific strategy and execution throughout commercial cycle and participate in customer business reviews.

• Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.

• Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.

• Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer’s ability to troubleshoot/repair hardware/software and increase knowledge of component replacement. Ensure all support activities align with FDA, ISO, and applicable regulatory and quality system requirements.

• Maintain strict adherence to documentation, escalation, and complaint-handling procedures for medical devices.

• Identify and escalate potential safety, compliance, or adverse event concerns in accordance with company policy.

• May require occasional participation in after-hours or on-call support rotations.

Associates Degree (± 13 years) an equivalent combination of education and work experience Minimum 2 years relevant experience with instrumentation utilized in a Cath Lab. Minimum 2 years experience interfacing with customers. Capital equipment-engineering (preferred). Imaging/OCT (preferred). Mechanically inclined (preferred). Hospital/medical specific equipment (preferred). X-ray (preferred)

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 122,000 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. You’ll also have access to: Career development with an international company where you can grow the career you dream of. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. An excellent retirement savings plan with high employer contribution Tuition reimbursement, the student debt program and education benefit - an affordable and convenient path to getting a bachelor’s 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 a best place to work for diversity, working mothers, female executives, and scientists. The Opportunity This position works out of our St. Paul, MN location in the Abbott Vascular Devices division.