Technical Application Specialist (m/f/d) Molecular Diagnostics, DACH

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. In Germany, Abbott has more than 4,000 employees working in manufacturing, research and development, logistics, manufacturing, sales and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena and Hamburg.

Working at Abbott

At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to :

• Career development with an international company where you can grow the career you dream of
• An attractive benefits package (e.g. attractive Abbott Pension Plan, a company bike, employee stock purchase program)
• 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.
• A challenging position in a fast-growing crisis independent industry
• To become part of a dynamic, highly educated, highly skilled, and motivated team
• Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication
• Multi-national environment, where we foster the development of our talents within the enterprise

The Opportunity

This position works out of the DACH region in the Abbott GmbH.

Your Tasks

• Provide first and second level remote support to internal and external customers and on-site in customer laboratories with a focus on the Europe, Middle East and Africa (EMEA) area. Serve as technical expert for Molecular Diagnostics (MDx) assays, applications and systems to ensure proper product integration and troubleshooting in customer laboratories.
• Develop and conduct application training for MDx products to internal and external customers and setting the standards of MDx knowledge transfer and ensuring a high level of expertise inside and outside the company. Support local Sales and Marketing organizations by providing demonstrations of MDx systems and applications in customer laboratory and during congresses or user group meetings.
• Form the communication link between worldwide technical organizations in MDx facilitating an effective and fast flow of critical information.
• The continuous direct customer contact and the responsibility for solving application or assay related customer complaints, strongly influences the MDx image by the level of customer satisfaction. This contributes to the continuous improvement of MDx products and services.
• Provide technical product assistance and demonstrations to sales and customers for instrument, assay and applications
• Assist local Sales and Marketing representatives by providing technical details and input prior, during or after Sales calls (tender support)
• Support User Group Meetings, congresses and exhibitions by providing product demos, presentations and additional activities as required
• Ensure compliance to MDx’s quality and regulatory system, by accurately capturing and documenting complaints and inquiries in MDx’s Call Management Systems, as well as meeting timelines and closure goals for complaint registration and investigation per operating procedures and as defined by Quality Assurance and Service/Support Management
• Serve as an expert for MDx assays, applications and systems and provide first and second level support to MDx internal and external customers
• Investigate error conditions, diagnose probable/root causes and provide troubleshooting solutions remotely or at customer sites
• Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timeline
• Escalate system or assay imminent failures to the next level of support and provide relevant data describing failure conditions and requests for enhancements to aid problem solving and continuous improvement of MDx products and services
• Develop training concepts for MDx products, assays, applications and system operation and deliver training to internal and external customers
• Deliver training to customers on-site or at Abbott facilities

Your Qualification

• Scientific degree or High School Diploma in Molecular Biology, Biochemistry or related subject
• Alternatively equivalent experience in a laboratory environment with focus on molecular diagnostics systems and assays. Preferably experience as Product Specialist, Support Specialist or a related function in Molecular Diagnostic Industry
• A deep understanding of common molecular biological techniques, required for the support of highly technical product portfolio of MDx
• A good understanding of Nucleic Acid Extraction, Polymerase Chain Reaction (PCR), Fluorescence In-situ Hybridization (FISH)
• Analytical Skills : Essential for effective solving of complex failure conditions
• Communication Skills : As part of the TAS role it is essential to build and maintain relationship to internal and external customers and to facilitate effective problem solving over the phone
• Listening Skill : Capability to listen, identify and focus on customer needs to create and maintain highest level of customer satisfaction
• Training and Presentation Skills : Required for effective demonstration or training of internal and external customers on use and application of MDx products
• Fluent and German language
• Resilience : Ability to cope and manage stressful situations arising from high workloads, complex situations and frequent travel activities
• Information Technology : Excellent knowledge of IT-systems and common Software like MS Office

Abbott is an Equal Opportunity Employer, committed to employee diversity.