وصف الوظيفة
Role Overview
Technical Service Specialist at Abbott, based in Abu Dhabi, United Arab Emirates, within the Core Labs division.
Company Overview
Abbott is a global healthcare leader creating breakthrough science to improve people's health. The Diagnostics Division empowers 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.
Role Purpose
Primarily responsible for performing installation, maintenance, and troubleshooting of ADD instruments as well as ensuring customer satisfaction within a defined territory. The role requires balancing technical service delivery with sales growth, problem-solving on minor reagent issues, and taking on additional projects as assigned by the Service Manager.
Key Responsibilities
Installation & Maintenance
- Perform installation of ADD instruments at customer sites.
- Execute emergency repair and preventative maintenance at customer sites.
- Perform modification and engineering updates at customer sites.
Technical Support & Troubleshooting
- Troubleshoot problems associated with the instrument, operator, and any application.
- Provide customers with instructions on how to change instrument parts and apply instrument-related software.
- Demonstrate all operational capabilities of instruments.
- Work as technical coordinator and advisor for assigned product groups.
Customer Relationship Management
- Always represent Abbott in a professional manner to develop and preserve favorable customer relationships.
- Achieve and maintain customer satisfaction.
- Identify situations creating customer dissatisfaction and implement corrective action to resolve them.
- Engage successfully with customers, specifically key stakeholders and lab staff.
Service Operations
- Prioritize service calls within assigned areas.
- Prepare detailed documentation for each service call.
- Monitor spare parts usage and inventory for assigned products in accordance with Abbott standards.
- Act proactively and self-driven by utilizing Active Sense Technology tools to ensure productivity and drive efficiency in labor and spare parts utilization.
Sales & Strategic Activities
- Achieve Service Sales Target as assigned.
- Sell service agreements and manage renewals.
- Implement major product upgrades relative to assigned product groups.
- Identify and create ideas and action plans to improve the Service department and customer satisfaction.
Compliance & Quality
- Ensure that all activities are performed in compliance with quality system requirements.
- Comply with company policies and procedures and maintain quality ethics goals.
Cross-functional Collaboration
- Support colleagues within department and cross-functionally as needed, providing consultation, coaching, and counseling when required.
- Create a positive teamwork environment within the Service Department, Sales, and Marketing to synchronize efforts toward achieving company goals.
Qualifications & Experience
- Bachelor's Degree in Bio-medical Engineering.
- 5–10 years of experience in related field.
- Abbott Instruments experience is an advantage.
- Knowledge of the diagnostics market, electronics, mechanical and chemical knowledge.
- Proven track record in a similar position, supported by management and customer references.
- Experience in troubleshooting and customer contact.
- Strong experience and process skills in business functions of service delivery.
Skills & Competencies
- Strong communication skills.
- Coaching and training skills.
- Strong experience in use of analytical tools and software.
- Knowledge of Bio Medical Instruments and their functionality.
- Problem identification and trend analysis.
- Performance-focused mindset with focus on performance indicators.
- Assessment and self-assessment knowledge.
- Ability to make decisions based on facts and logical experience.
Additional Information
- Work Shift: Standard.
- Job Family: Field Services.
- Division: CRLB Core Lab.
- Location: Abu Dhabi Islamic Bank Building, Abu Dhabi, United Arab Emirates.