ABOUT ABBOTT

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

TECHNICAL SERVICE SPECIALIST

Our Diagnostics business is looking for an Technical Service Specialist based in UAE

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 the business functions service delivery.
• Strong communication skills.
• Coaching and training skills.
• Strong experience in use of analytical too ls and software

KNOW THE BUSINESS:

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

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 to achieve 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 ensures success by consultation, coaching and counseling once needed.
• Performs emergency repair and preventative maintenance at customer site.
• Performs modification and engineering updates at customer site.
• Gives customers instructions on how to change instrument parts, on how to apply the instrument related software.
• Prioritizes service calls within assigned area.
• Prepares detailed documentation of each service call. Sells service agreement & renewals.
• Troubleshoots problems 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.

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.