MAIN PURPOSE OF ROLE
The Informatics Customer Service team provides first point of contact support to our largest customers. The position of Application Support Specialist is within our ARDx Informatics team located in Charlottesville, VA. This role will be responsible for addressing customer calls and emails of a more complex nature, relating to product inquiries, pinions/suggestions and complaints concerning a wide range of the company’s products and /or product families. Under minimum oversight of leadership using professional concepts, and technical knowledge, you will be addressing the customer’s inquiry or compliant. The Informatics Customer Service team troubleshoot, diagnose and resolve complex IT issues, including but not limited to: analyzer connectivity, automation systems and middleware, middleware issues with results transmission and auto-verification rules, and issues related to sample handling, routing, and management.

MAIN RESPONSIBILITIES

• 1. Manage and resolve complex IT issues via remote connectivity, including connectivity of analyzers to LIS, Middleware and automation systems, Informatics issues related to movement and testing of samples, reflex and retesting of samples, and management of results. Careful communication with customers to understand complex problems, investigate a large variety of IT systems remotely, and quickly find a resolution to minimize downtime of analyzers and automation systems.
• 2. Provides after-hours and weekend on-call support to Abbott Diagnostics customers for Informatics issues, requiring extreme fluency and product knowledge to provide resolution without additional support.
• 3. Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model.
• 4. Utilizes the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
• 5. Demonstrate ability to recognize and document product performance trends within the quality system.
• 6. Working knowledge of complaint handling and CAPA process in the context of ISO13485 the US Code of Federal Regulations, and territory-specific regulations.
• 7. Understand and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in the area of responsibility, including product design, verification, and validation, manufacturing and testing activities.
• 8. Communicates with peers, including Engineering, Operations, Quality Assurance, Regulatory, field personnel, and Marketing concerning product and customer service issues.
• 9. Perform other duties & project as assigned.

MINIMUM QUALIFICATIONS
Education