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:

• ProvidestechnicalLevel I and Level IIphoneand on-sitesupporttoproactivelymaintainproductperformanceorresolvecustomercomplaintsforhardware,software, anddisposableissues.

• Performsproactiveservice supportactivitiestomaintainsystemperformance. Appliesstandardtroubleshootingtoolsorconceptstoidentifytherealissueanditsrootcause.

• Determineslevelofurgencyofservice supportrequests,developsrecommendationsandimplementsolutionsthatreflectcustomerand Abbottbusinessneed.

• Performadvancedremotediagnosticsandtroubleshootingacrossmechanical,electrical,software, andsystemintegrationdomainssuch ascustomer DICOM/Networking systems configuration.

• Recordaccurateandtimelydocumentationofcustomercomplaintsandtheactiontakentoresolvetheconcern.

• Createandmanagecasesandworkorderswithaccuracyandefficiencyinapplicablesoftwareapplications.

• Contributetoknowledgebasedevelopment,technicaldocumentation,trainingmaterials, andtroubleshootingguides.

• Plan andprioritizeschedulecustomervisitsandactivitiestodoineachaccount.

• Coordinateorder;deliveryandbillingofproductsand/orservicesinassignedaccounts. Monitorinventoryandreplenishaccordingly

• SupportthesalesteamwithmonitoringandimplementationofServiceContractSalesatassignedaccounts.

• PartnerwithSalesExecutivestodevelopaccount-specificstrategyandexecutionthroughoutcommercialcycleandparticipateincustomerbusinessreviews.

• Understandcompetitivelandscapeofassignedaccountsorterritoryandleverageittomaximizebusinessopportunities.

• Develop/preservestrongrelationshipstogainmeaningfulinsightsthatwillallowforvalueexpansionopportunities.

• 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. EnsureallsupportactivitiesalignwithFDA, ISO, andapplicableregulatoryandqualitysystemrequirements.

• Maintainstrictadherencetodocumentation,escalation, andcomplaint-handlingproceduresformedicaldevices.

• Identifyandescalatepotentialsafety,compliance,oradverseeventconcernsinaccordancewithcompanypolicy.

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).

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., 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 Freedom 2 Save (https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program and FreeU (https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) 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., 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.

The base pay for this position is $27.85 - $55.65 per hour. In specific locations, the pay range may vary from the range posted.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.