Technical Support Specialist

About this role

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Job Description

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’ll also have access to: • Career development with an international company where you can grow the career you dream of.

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

• An excellent retirement savings plan with high employer contribution

• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

• 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.

The Opportunity

This position works out of our St. Paul, MN location in the Abbott Vascular Devices division.

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: • Provides   technical   Level I and Level II   phone   and on-site   support   to   proactively   maintain   product   performance   or   resolve   customer   complaints   for   hardware ,   software , and   disposable   issues .  

• Performs   proactive   service support   activities   to   maintain   system   performance .    Applies   standard   troubleshooting   tools   or   concepts   to   identify   the   real   issue   and   its   root   cause .  

• Determines   level   of   urgency   of   service support   requests ,   develops   recommendations   and   implement   solutions   that   reflect   customer   and Abbott   business   need .  

• Perform   advanced   remote   diagnostics   and   troubleshooting   across   mechanical ,   electrical ,   software , and   system   integration   domains   such as   customer DICOM/Networking systems configuration.  

• Record   accurate   and   timely   documentation   of   customer   complaints   and   the   action   taken   to   resolve   the   concern .  

• Create   and   manage   cases   and   work   orders   with   accuracy   and   efficiency   in   applicable   software   applications.  

• Contribute   to   knowledge   base   development ,   technical   documentation ,   training   materials , and   troubleshooting   guides.  

• Plan and   prioritize   schedule   customer   visits   and   activities   to   do   in   each   account .  

• Coordinate   order ;   delivery   and   billing   of   products   and/ or   services   in   assigned   accounts .  Monitor   inventory   and   replenish   accordingly  

• Support   the   sales   team   with   monitoring   and   implementation   of   Service   Contract   Sales   at   assigned   accounts .  

• Partner   with   Sales   Executives   to   develop   account-specific   strategy   and   execution   throughout   commercial   cycle   and   participate   in   customer   business   reviews .  

• Understand   competitive   landscape   of   assigned   accounts   or   territory   and   leverage   it   to   maximize   business   opportunities .  

• Develop / preserve   strong   relationships   to   gain   meaningful   insights   that   will   allow   for   value   expansion   opportunities .  

• 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. Ensure   all   support   activities   align   with   FDA, ISO, and   applicable   regulatory   and   quality   system   requirements .  

• Maintain   strict   adherence   to   documentation ,   escalation , and   complaint-handling   procedures   for   medical   devices.  

• Identify   and   escalate   potential   safety ,   compliance ,   or   adverse   event   concerns   in   accordance   with   company   policy.  

• May   require   occasional   participation   in   after-hours   or   on-call   support   rotations .  

Qualifications: As sociat e s   Degr ee   (± 1 3   yea rs )   an   equivalent   combination   of   education   and   work   experience   Minimum   2   years  r elevant   experience   with   instrumentation   utilized   in   a   Cath   Lab.   Minimum   2

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