Application Specialist-total Solutions Team

4 days ago

Riyadh, Saudi Arabia Abbott Laboratories Full time

**About Abbott**

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

**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 will have access to:

- Career development with an international company where you can grow the career you dream of.
- 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.

**Application Specialist-Total Solutions Team**

The positions works out of our Saudi Arabia location in Abbott Transfusion Medicine division.

As an Application Specialist, you'll provide support to ADD customers and field personnel as the primary contact for ADD’s highest complexity instruments for onsite instrument and assay integration and training; and serve as a resource for internal/external customers in troubleshooting and resolving instrument and/or reagent problems onsite or over the phone; and document information into the complaint handling system.

**What You'll Do**:

- Responsible for implementing and maintaining the effectiveness of the quality system.
- Lead multi-site/multi-instrument integrations for ADD instruments and reagents into customer sites/laboratories; including new product launch (NPL) products. Conduct comprehensive customer entrance interview to understand the customer’s needs; and manage their expectations within the defined service offerings.
- Plan the onsite integration process. Work with implementation project managers as technical lead to execute project plan across customer systems. Work with the customer to take ownership of the instrument.
- Assist customers with meeting their regulatory and validation requirements. Provide appropriate training for the customer on the newly installed instrument. Manage the integration process to meet customer expectations and timeline. Conduct thorough exit interview to present integration results and secure customer buy-in.
- Lead critical account management situations as part of combined sales/service/support effort.
- Perform troubleshooting on issues related to reagent or instrument performance designed to improve customer self-sufficiency.
- Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware; software and reagent issues.
- Investigate problems; diagnose probable causes; systematically eliminate alternatives; provide solutions; document information into complaint handling system. Position is critical to the support of the CAPA Quality Sub-System with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns.
- Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner. Provide immediate feedback to CSO; GSS; and others regarding NPL field performance.
- Deliver onsite or classroom based customer training. Customize onsite training to meet specific customer needs.
- Maintain and develop technical competence on instruments assigned as well as job-related tools and processes.
- Consults in the sales cycle regarding integration/technical/workflow issues; and the service cycle on HSI or other account management issues.
- Manage time; territory; systems and accounts effectively to meet customer needs; organizational priorities; and sales objectives.
- Follow defined TAS work processes for all aspects of job; including integration procedures; complaint documentation; time documentation; activity documentation; and TOR documentation. Provide data to the organization on customer use/preferences leading to customer driven design/customer usability.
- Responsible for identifying and communicating critical gaps and recommend potential improvements to cross-functional work processes.
- Function as SME or point-person on complex processes on cross-functional teams. Provide technical information to direct management/peers and other functional groups.
- Mentors new field personnel (sales/service) on TS responsibilities and work processes; and mentors new TS hires in daily responsibilities.

**Required Qualifications**:

- Bachelor’s Degree in science; engineering; electronics or Medical
- 2-4 years experience in laboratory environment, field service or Abbott Diagnostics products in MEA region
- Expertise in Instrumentation and Assays
- Language Fluency in English, Arabic and French

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live y

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