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# Technical Support Specialist

- **Company:** Abbott Laboratories
- **Location:** Saint Paul, MN, United States
- **Experience:** Experienced
- **Salary:** $57,928.0 - $115,752.0
- **Contract:** Permanent contract
- **Skills:** Dicom, Computer Networking Systems
- **Published:** June 12, 2026
- **Apply:** https://www.juju.com/job/00000000g7qzji

## About the Role

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).

## Description

**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.


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