• Deliver outstanding technical support via chats and emails • Manage customer support tickets and maintain a 24-hour response SLA • Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes • Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements • Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality • Maintain and improve customer-facing documentation and self-service resources in GitBook • Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI

• Serve as a primary interface for customers during onboarding, issue resolution, and ongoing support • Diagnose, troubleshoot, and resolve known technical issues using defined practices, procedures, and company policies • Match customer needs to the appropriate Digital Insight offerings and recommend best-practice usage • Deliver clear guidance and training to customers on how to effectively use supported solutions • Manage multiple customer cases and small projects concurrently • Create clear, concise, and accurate case documentation • Ensure timely, appropriate escalations with fully documented issue details • Build strong working relationships with cross-functional teams across Candescent and Digital Insight Software Solutions

• Designs, documents, tests, and debugs software systems and/or applications. • Participates in full development life cycle including requirements review and design. • Participates in software design meetings and analyses user needs to establish technical requirements. • Consults with end users to prototype, refine, test, and debug programs to meet needs. • Creates technical specifications based on conceptual design and stated business requirements. • Serves as a technical expert on development projects. • Identifies and evaluates new technologies for implementation. • Maintains documentation for software functionality; project planning; evaluations; budgeting, feedback, and improvements. • Provides estimates, budgets, project flow, client updates, and meeting expectations. • Minimizes risk, prepares for risk mitigation, keeps projects on track. • Manages user requirements and provides timely project updates. • Analyzes program codes to find causes of errors and revise as needed. • Provides feedback for performance appraisals of team members.

Role Description The Automation Technical Specialist (ATS) primary job function is to serve as the subject matter expert and provide automation hardware solution implementation services located in large core clinical laboratories. - Lead a localized team of service specialists to provide on-site services. - Receive and accept product shipments, transport to laboratory locations, assemble and test automation solutions. - Utilize and develop consulting strategies and tools for long-term customer partnership commitments. - Apply advanced technical automation, service, and analyzer knowledge for efficient implementation services. - Act as a liaison between the customer, local field service, and ADD project manager during implementation. - Provide supplemental automation product training to local field service teams during hardware implementation. - Coordinate with various departments including sales representatives, lab managers, project managers, and senior management. - Implement and maintain the effectiveness of the quality system. - Adhere to and promote the Abbott Code of Business Conduct. - Provide subject matter expert level support to local field service teams post-implementation. - Be the subject matter expert for new automation hardware product launches and train local field service teams as needed. - Maintain fiscal responsibility and complete each year under expense plan, aiming to exceed work plan goals. Qualifications - Bachelor’s degree required, preferably in technical systems or related field. - Strong knowledge of general automation systems, instruments, or product field service experience. - Demonstrated successful customer service performance. - Knowledge of regulations and standards affecting IVDs and Biologics. - Minimum of 2-5 years of formal instrument and/or automation field service experience required. Requirements - Must be able to travel up to 100%. - Qualified candidates preferred to live in the Eastern or Central part of the US. - Must have a Valid Driver’s License. Benefits - Career development with an international company. - Free medical coverage in the Health Investment Plan (HIP) PPO medical plan in the next calendar year. - Excellent retirement savings plan with high employer contribution. - Tuition reimbursement, Freedom 2 Save student debt program, and FreeU education benefit. - A company recognized as a great place to work in dozens of countries. - Recognized as one of the best big companies to work for and for diversity.