Senior Specialist Technical Support

  • Job Reference: 425340792-2
  • Date Posted: 17 November 2021
  • Recruiter: Abbott Laboratories
  • Location: Des Plaines, Illinois
  • Salary: On Application
  • Sector: Science & Technology
  • Job Type: Permanent

Job Description

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 109,000 colleagues serve people in more than 160 countries.

At Abbott Molecular, we realize the potential of personalized care as the laboratory's most trusted and preferred source for molecular diagnostic solutions. We are a division of Abbott Laboratories, a global, diversified healthcare innovator with a legacy of pioneering work in medical diagnostics.

Our location in Des Plaines, IL currently has an opportunity for a Sr. Specialist Technical Support. Provide Level 2 and 3 support to AMD Service & Support personnel and customers for Molecular assay/application and system problems. Provide Technical leadership in resolving system and assay related issues involving our Abbott Molecular products. Perform training on the Molecular assays, applications, and systems for customers and AMD personnel. Provide Subject Matter Expertise (SME) support for complaint investigations. Determine "Best Practices" for performing AMD assays and applications. Ability to lead small cross-functional teams and drive to achieve needed results to resolve assay and system issues. Lead technical meetings amongst worldwide support specialists on new product information and other relevant technical topics. Create and provide input into troubleshooting guides and training materials for AMD assays and systems. Provide vision in establishing improved training and troubleshooting methods and techniques.


  • Responsible for implementing and maintaining the effectiveness of the quality system.
  • Perform technical support and troubleshooting on AM products: Investigate problems; diagnose probable causes; systematically eliminate alternatives; provide troubleshooting solutions; Recognize and communicate product issues, complaints and improvements; Escalate problems, when needed, to appropriate resource for solution.
  • Provide training to customers and employees: Conduct training seminars, small group and one-on-one training; Present project results, product technical information; Use problem-solving activities to increase customer self-sufficiency; Analyze training needs for customers and Field Application Specialists; Determine scope and evaluate effectiveness of training.
  • Project management abilities to drive Global Service & Support projects to completion.
  • Use computers to document activities. Take initiative to make changes to improve how work is done, focus on process improvement. Promote customer satisfaction. Support organizational directives. Provide data to the organization on customer use/preferences leading to customer driven design/customer usability.



  • Bachelor's Degree or higher in science, preferably Medical Technology or Molecular Biology or equivalent experience in a laboratory environment, or with Abbott Molecular or Diagnostics products.
  • 3-5 years' work experience preferred. Knowledge of ASRs and clinical laboratory operations in the areas of infectious disease, oncology, and genetics.
  • The ability to travel up to 40-60% domestically and internationally.


  • Experience and skills in the field of common molecular-biological techniques (e.g., nucleic acid isolation and purification, sequencing, PCR and FISH).
  • Must possess excellent oral and written communications skills.
  • Ability to effectively communicate with external customers, Field Support, R&D, Quality, and Regulatory personnel to achieve needed results.
  • Proven experience and skills leading investigations and resolving complex technical issues.
  • Proven project management capabilities that have led to the successful completion of projects.


At Abbott, you can have a good job that can grow into a great career. We offer:

  • Training and career development, with onboarding programs for new employees and tuition assistance
  • Financial security through competitive compensation, incentives and retirement plans
  • Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
  • Paid time off
  • 401(k) retirement savings with a generous company match
  • The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully:

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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