Reports to: Customer Experience Manager

Key Stakeholder Relationships: Relevant employees of customers accounts /lab staff

Key Linkages: Abbott Ambassador, Technical Service Specialists, Customer Support Center Specialists

Major Responsibilities:

• Deliver Customer Operator training in Abbott facilities or on-site
• Perform new instrument and assay implementations through to Test Of  Record
• On-site assay investigation, troubleshooting, and operator training and coaching
• Any other tasks assigned by management from time to time.
• Provide Expert  Assay troubleshooting
• Provide escalated  support - handling the most complex troubleshooting, escalated from level II or level I service interventions
• Provide backup
• Perform new customers and  laboratory assay investigation, troubleshooting and operator training and coaching
• Prepare and participate in Customer business reviews
• Perform advanced  technical coaching and training for Abbott Ambassadors and Technical Application Specialists
• Participate in Area Expert Team
• Deliver Customer Operator training in Abbott facilities or on-site
• Perform new instrument and assay implementations through to Test Of  Record
• On-site assay investigation, troubleshooting, and operator training and coaching

Education, Knowledge, Skills, and Abilities

• Bachelors degree or equivalent qualification or experience required. Bachelors / Engineering degree in medical/electrical / mechanical or medical technology is preferred
• Proven track record in a Diagnostic laboratory or similar position, supported by management and customer references preferred or Graduate entry program.
• Successful engagement with customers, specifically lab staff.
• Technical Assay and system expert for product line responsibility
• Highly developed communication skills and ability to demonstrate empathy and engagement with customers
• Ability to identify and drive resolution of issues
• Strong experience in the use of analytical tools and software