Customer Support Specialist - Pittsburgh, PA

Summary

Abbott is a global healthcare leader that develops diagnostic solutions and other technologies to improve people’s health. The Customer Support Specialist supports customers by installing, maintaining, and troubleshooting diagnostic instruments, managing service issues, ensuring compliance, and collaborating with cross-functional teams across the Pittsburgh territory.

Responsibilities

• Install and Maintain Diagnostic Systems: Complete installations, preventive maintenance, and corrective repairs on assigned instruments to ensure optimal performance and compliance with quality standards
• Troubleshoot and Resolve Issues: Diagnose technical problems across multiple complex instruments, document resolutions accurately, and close service calls within defined timelines
• Own Customer Satisfaction: Manage customer issues from start to resolution or escalation, deliver superior service, and build strong relationships through proactive communication
• Manage Territory Effectively: Plan and prioritize service visits, maintain accurate inventory, and support on-call rotation, after-hour coverage, and travel for training or critical account support
• Ensure Compliance and Safety: Follow all regulatory, quality system, and laboratory safety guidelines during service activities; maintain accurate documentation for audits
• Collaborate and Mentor: Partner with cross-functional teams to meet business goals and provide guidance to other Field Service Representatives to strengthen team capability
• Achieve Business Metrics: Meet targets for service sales, cost of service, and key performance indicators (KPIs) for assigned accounts
• Continuous Improvement: Utilize remote support tools to maximize instrument uptime and maintain certifications through ongoing training and development

Skills

• * Bachelor's degree or equivalent relevant experience
• * 2-5 years of experience in Engineering or Laboratory Technology
• * Ability to travel **25**% within the assigned territory
• * Territory:** Pittsburgh, PA The incumbent can live within the Pittsburgh, PA
• * Travel up to 25%
• * Must have a Valid Driver's License
• * Strong troubleshooting and problem-solving skills with laboratory instrumentation
• * Ability to work independently and thrive in team environments
• * Proficiency in computer applications (Word, Excel, PowerPoint, Internet) and remote computing tools (VPN, remote troubleshooting)
• * Effective communication and interpersonal skills

Qualifications

Must Haves

• * Bachelor's degree or equivalent relevant experience
• * 2-5 years of experience in Engineering or Laboratory Technology
• * Ability to travel **25**% within the assigned territory
• * Territory:** Pittsburgh, PA The incumbent can live within the Pittsburgh, PA
• * Travel up to 25%
• * Must have a Valid Driver's License

Nice to Haves

• * Strong troubleshooting and problem-solving skills with laboratory instrumentation
• * Ability to work independently and thrive in team environments
• * Proficiency in computer applications (Word, Excel, PowerPoint, Internet) and remote computing tools (VPN, remote troubleshooting)
• * Effective communication and interpersonal skills

Benefits

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement
• The Freedom 2 Save student debt program
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• This position is remote.