Provide first- and second-level technical and application support to internal and external customers through phone, email, chat, and on-site visits
Serve as a subject matter expert for Abbott Molecular Diagnostics assays, applications, and laboratory systems
Investigate technical issues, diagnose root causes, and deliver effective troubleshooting solutions remotely or at customer sites
Manage escalated customer cases and coordinate cross-functional activities to ensure timely issue resolution and customer satisfaction
Develop and deliver technical and application training programs for customers, distributors, and internal teams
Support product demonstrations, customer evaluations, user group meetings, congresses, and exhibitions
Partner with Sales and Marketing teams by providing technical expertise during customer interactions, tenders, and commercial activities
Support new product launches, laboratory implementations, and the adoption of new assays and systems
Ensure accurate documentation of customer inquiries and complaints in compliance with quality, regulatory, and operational requirements
Facilitate communication between regional and global technical organizations to support knowledge sharing and continuous improvement initiatives
Monitor product performance trends and provide valuable customer feedback to support product enhancements and service excellence
Degree in Molecular Biology, Biochemistry, Life Sciences, Medical Laboratory Sciences, or a related scientific discipline; equivalent laboratory experience will also be considered
Experience in technical support, applications, product specialist, laboratory operations, or a related role within the molecular diagnostics, life sciences, or healthcare industry
Strong understanding of molecular biology techniques, including nucleic acid extraction, PCR, and related diagnostic technologies
Demonstrated ability to troubleshoot complex technical issues and provide customer-focused solutions
Experience delivering technical training, presentations, and product demonstrations to diverse audiences
Excellent communication and interpersonal skills with the ability to build strong relationships with customers and cross-functional teams
Fluency in English and French is required, along with a good working level of Dutch; additional languages are considered an asset
Strong organizational skills with the flexibility to work in customer laboratories, remote support environments, and cross-functional project teams
Proficiency with Microsoft Office applications and the ability to quickly learn technical software systems
A proactive, resilient, and solution-oriented mindset with a commitment to delivering exceptional customer experiences
