About the organization
Abbott is a global leader in in-vitro diagnostics and offers a broad range of innovative instrument systems and tests for hospitals, reference labs, blood banks and clinics. Our products offer automation, convenience, cost-effectiveness and flexibility. Abbott has helped transform the practice of medical diagnosis from an art to a science, helping to create the diagnostics industry through the company’s commitment to improving patient care and lowering overall costs.
Primary objective of the position
The Technical Service Specialist is responsible for providing level one and two support to our customer base – handling installations and de-installations, repairs, instrument hardware or software upgrades and providing basic training to customers and Abbott Ambassadors. This exciting position, based within the South East area (with National travel), will focus on our Alinity portfolio.
Provide first line and second line service to Abbott Ambassadors (service interventions requiring less than 4 hours labor time)
Provide level two service (complex service interventions requiring more than 4 hours of labor)
Schedule and perform planned maintenance (PM) activities
Perform new customers and laboratory site inspections for new contract / tender preparations and design for new installations
Conduct / assist with installation of instruments, AbbottLink, and automation and de-installations
Perform IQOQ (Installation Qualification Operation Qualification) procedures during and after installation
Assist with customer business reviews
Schedule, perform and document hardware and software updates (TSBs) requiring more than 2 hours of labor time
Deliver basic customer operator introductory trainings post install or post hardware or software upgrade
Perform basic technical coaching and training to other Technical Service Specialists
Success in this role is measured by customer satisfaction score (NPS), service key performance indicators achievement and economic growth and profitability per district.
Bachelors degree or equivalent experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred.
Requirements / Work experience
Proven track record in a similar position, supported by management and customer references
Successful engagement with customers, specifically key stakeholders and lab staff.
Excellent product and industry knowledge
Excellent experience and process skills of the business functions service delivery.
Excellent communication skills
Ability to identify and drive resolution of issues
Technical expert for product line responsibility
Coaching and training skills
Excellent experience in use of analytical tools and software
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