Specialist Technical Support

Abbott Laboratories offers a robust benefits package for the Princeton, NJ based role, including free HIP PPO medical plan coverage after completing a wellness assessment (effective next calendar year), a retirement savings plan with a strong employer contribution, tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit. The Specialist, Technical Support role is onsite in Princeton, NJ, delivering technical guidance across diagnostic systems and ensuring a high-quality customer experience for Abbott Point of Care customers.

The Opportunity

The Specialist, Technical Support position is part of the Abbott Point of Care (APOC) Division and is based in Princeton, New Jersey. You will support customers by providing technical guidance and ensuring a high-quality experience across Abbott’s point-of-care solutions. To be successful in this role, you will bring solid technical expertise in diagnostic systems, familiarity with customer support channels, and relevant industry experience. The ideal candidate builds trusted customer relationships, delivers effective technical solutions, and reinforces a positive Abbott customer experience. 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. The i-STAT System is a portable diagnostic tool that provides real-time, lab-quality results within minutes to accelerate patient-care decision-making, with a comprehensive menu of tests in a single platform, including tests for blood gases, electrolytes, chemistries.

Responsibilities

• Act as the primary technical advisor for assigned customer accounts.
• Track customer experience metrics, collect feedback and complaints, and drive improvements.
• Lead complex technical troubleshooting to resolve challenging product issues.
• Address technical inquiries with expert knowledge and accountability.
• Deliver product training and technical guidance to customers.
• Provide technical insights to support sales enablement and collaborate with commercial teams.
• Assist customers with regulatory and validation requirements.
• Resolve product complaints within target timelines while following quality processes.
• Serve as a senior contributor, handling sophisticated work independently and mentoring junior staff as needed.

Requirements

• High school diploma required.
• At least 1 year of experience in customer experience or account management within a medical or clinical environment.

Technologies

• Salesforce.com