• 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:

Associates Degree (± 13 years) an equivalent combination of education and work experience Minimum 2 years relevant experience with instrumentation utilized in a Cath Lab.

Minimum 2 years experience interfacing with customers.