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1mo ago

Technical Support Specialist

Abbott Laboratories New Brighton, MN

New Brighton, MN

1mo ago Closed

$27 - $55/hr Full time Application Support Customer Service Customer Support

This position is no longer accepting applications (closed Jul 17, 2026).

Job Description

The Technical Support Specialist role at Abbott Laboratories is an on-site position in New Brighton, MN, serving as the primary contact for capital service and technical support, delivering advanced diagnostics and case management across hardware, software, and integrated medical devices.

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.

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