Abbott Technical Application Specialists (TAS) Assay Integration in Singapore, Singapore
MAIN PURPOSE OF ROLE
Provide support to Abbott Diagnostics Division 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.
Supports new instrument and assay implementations through Test Of Record
(TOR), especially for the customer validation and verification studies
Perform on-site assay investigation, troubleshooting and study planning and execution
Designs, conducts, and leads advanced validation/verification studies; provides technical leadership. Lead multi-site/multi-instrument integrations for ADD instruments and reagents into customer sites/laboratories, including new product launch (NPL) products.
Establishes criteria and technical standards for excellence; anticipates, recognizes and resolves technical problems; identifies new directions for validation and verifications.
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.
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.
Bachelor’s Degree in Science, Engineering, Electronics or Medical
EXPERIENCE / BACKGROUND
Two to four years’ experience in laboratory environment, field service, technical call center, or Abbott Diagnostics products
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
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