Technical Service Specialist

Abbott is a globalhealthcareleader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of .

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

Technical Service Specialist

This position works out of our UAE location in the Abbott Core Labs division

About Diagnostics Division

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

What You'll Do

Primarily responsible for performing installation, maintaining and troubleshooting of ADD instruments as well as customer satisfaction within a given area. Is anxious to find solutions to minor reagent problems.
Works in a defined territory and be able to take extra projects within the service organization as requested by Service Manager within and outside the country/region

Products/Strategy planning responsibilities:

Should have knowledge of Bio Medical Instruments and their functionality, be able to demonstrate all operational capabilities of the instruments.

Sales activity responsibilities:

Responsible for achieving Service Sales Target as assigned.

Projects implementation responsibilities:

• Always represents Abbott in a professional manner to develop and preserve a favorable customer relationship and achieve customer satisfaction.

• Supports colleagues within department and cross-functionally once needed and ensure success by consultation, coaching and counseling once needed.

• Performs emergency repair andpreventative maintenanceat customer site.

• Performs modification and engineering updates at customer site.

• Give customers instructions on how to change instrument parts, on how to apply the instrument-related software.

• Prioritize service calls within assigned areas.

• Prepare detailed documentation for each service call.  Sells service agreement & renewal.

• Troubleshoot problems are associated with the instrument, operator and any application.

• Identifies situations creating customer dissatisfaction and implements corrective action to resolve

• Implements major product upgrades relative to their assigned product group

• Work as technical coordinator and advisor for specific product group

• Monitor the Spare parts usage and inventory for his product and as per Abbott standard.

• Create ideas and action plan to improve the Service department and customer satisfaction.

• Act proactively and self-driven by utilizing Active Sense Technology tools to ensure productivity and drive efficiency in labor and Spare Parts utilization.

• Ensures that all activities are performed in compliance with quality system requirements.

General Responsibility:

To comply with company policies and procedures and maintain quality ethics goals.

Accountability:

Impact customer satisfaction with Abbott products.  This position requires efficient and effective communication with Abbott users, including operators of the equipment.  Failure to perform may have a negative impact on market share and product sales.

Know the Business:

Understand both customers and market. Decision based on facts on logical experience. Identifies problems and trends.

Drive for Results:

Sets higher goals and achieves with quality. Focus on performance indicators. Assessment and self-assessment knowledge.

Innovation:

Establish innovative ideas and programs to increase customer satisfaction and service department effectiveness.

Teamwork:

Create a Positive Teamwork environment within Service Department plus Sales and Marketing to synchronize efforts of achieving company goals.

Required Qualifications:

Bachelor’s Degree of Bio-medical engineering.
• 5-10 years of experience in related field (Abbott Instruments Experience is an advantage)

Experience in troubleshooting as well as contacts to customers are of advantage knowledge of the diagnostics market, electronic, mechanical and chemical knowledge. and or a proven track record in a similar position, supported by management and customer references.

Successful engagement with customers, specifically key stakeholders and lab staff.

Strong experience and process skills of business functions service delivery.

Strong communication skills.

Coaching and trainingskills.

Strong experience in use ofanalytical toolsand software

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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