Technical Support Specialist

Responsibilities

• Delivers Level I and Level II technical support by phone and on-site visits to proactively sustain product performance and address customer concerns related to hardware, software, and disposable components.
• Conducts proactive service activities to maintain system performance, applying standard troubleshooting tools and concepts to identify the root cause of issues.
• Assesses urgency of service requests, develops recommendations, and implements solutions aligned with customer needs and Abbott business goals.
• Performs advanced remote diagnostics and troubleshooting across mechanical, electrical, software, and system integration domains, including customer DICOM and networking configurations.
• Records accurate and timely documentation of customer complaints and the actions taken to resolve them.
• Creates and manages cases and work orders with precision using applicable software applications.
• Contributes to knowledge base development, technical documentation, training materials, and troubleshooting guides.
• Plans and prioritizes schedules for customer visits and activities within each account.
• Coordinates orders, deliveries, and billing for products and services in assigned accounts; monitors inventory and replenishes as needed.
• Supports the sales team with monitoring and implementing Service Contract Sales at assigned accounts.
• Partners with Sales Executives to develop account-specific strategies and executes them throughout the commercial cycle, including participation in customer business reviews.
• Analyzes the competitive landscape within assigned accounts or territory to identify opportunities for growth.
• Builds and maintains strong relationships to gain insights that enable value expansion opportunities.
• Plans, schedules, and conducts training events to improve customer self-sufficiency in troubleshooting and repairing hardware/software, and to enhance knowledge of component replacement; ensures all support activities comply with FDA, ISO, and relevant regulatory and quality system requirements.
• Maintains strict adherence to documentation, escalation, and complaint-handling procedures for medical devices.
• Identifies and escalates potential safety, compliance, or adverse event concerns per company policy.
• Occasional participation in after-hours or on-call support rotations may be required.

Requirements

• An associate degree or an equivalent mix of education and work experience; minimum of 2 years of relevant experience with instrumentation used in a Cath Lab.
• At least 2 years of experience interfacing with customers.

Technologies

• ServiceMax
• DICOM

Benefits

• Opportunity for career development within an international organization with growth potential.
• Eligibility for free medical coverage under the Health Investment Plan (HIP) PPO medical plan in the coming calendar year.
• Strong retirement savings plan with substantial employer contributions.
• Tuition reimbursement programs including Freedom 2 Save and FreeU to support pursuing a bachelor’s degree.
• Employer recognized as a great place to work across multiple countries and named among Fortune's most admired companies.
• A forward-looking employer acknowledged for diversity, support for working mothers, female executives, and scientists.

Working at Abbott

• Career development within an international company offering pathways to the career you envision.
• Potential eligibility for complimentary medical coverage through the HIP PPO plan in the upcoming year.
• Competitive retirement savings with strong employer contribution.
• Tuition support programs and education benefits to facilitate degree attainment.
• Global recognition as a great place to work, with Fortune accolades highlighting admiration and leadership.
• Reputation as a diverse and inclusive workplace, supporting working mothers, female leaders, and scientists.

The Opportunity

This position operates from our St. Paul, MN location within the Abbott Vascular Devices division.