Technical Support Specialist, Abbott Diagnostics (Maritimes)

at  Abbott Laboratories company

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.
Status: Full Time/Permanent
Location: Moncton, New Brunswick
Position Overview:
The Technical Support Specialist, Field Service (TSS) performs installations, emergency repairs, and preventative maintenance of Abbott Diagnostics Division instrumentation.

Responsibilities:

• Perform emergency repair, preventative maintenance, installation and product updates at customer site.
• Establish and sustain active communication link with CSC (What does this stand for?) personnel and provide daily support for all territories as required.
• Provide comprehensive support for the sales organization’s efforts to include - but not limited to - repair and maintenance of demonstration equipment.
• Perform modification and engineering updates at customer site.
• Adhere to operating procedures.
• Manage assigned spare parts at the appropriate inventory levels. Manage TSS Kits and individual spare parts inventory.
• Prepare detailed documentation of each service call, utilizing the assigned laptop computer.
• Complete service documentation and reports (service tickets, expense reports, inventory records, contract follow-up, reports, etc.) in accordance with Abbott policies and procedures.
• Provide training of customers on proper operation of Abbott instrumentation on site, as required.
• Sell Service agreement renewals; present proposals.
• Sell Abbott consumable supplies.
• Create and perform Customer Service Business reviews as required.
• Recommend performance improvement strategies for territory.
• Communicate with Sales Rep any concerns or recommendations.
• Develop Achieving Service Excellence as per ADD Guidelines.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree or CEGEP, three years (technical) with equivalent relevant experience required. Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred. Practical experience of interfacing with customers preferred.
• 1 to 3 years of experience.
• Be willing to work unscheduled overtime and travel, as required.
• Participate in scheduled “on call” rotation for after-hours coverage, including after hours, weekend and holiday Technical Support Hotline.
• Requires lifting and transportation of laptop computer; service tools; test equipment; and service part kits, as required.
• Requires some lifting and relocation of Abbott instrumentation during installations and / or routine service calls.
• Requires substantial travel, including air travel.
• Excellent communication and troubleshooting skills.
• Ability to work independently.
• Ability to take key actions and demonstrate behavioral anchors that support all Abbott Core Competencies.
• Trouble shooting/problem solving, ability to succeed in team situations and excel independently, computer skills (Word, Excel, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills.
• English skills (written and oral).
• Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional, forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.
• Travel: 75%, approximately 1 to 2 nights a month of overnight travel.
  Abbott Canada is committed to the hiring, advancement and fair treatment of individuals without discrimination based on factors such as race, sex, colour, ethnic or national origin, religion, disability, age, citizenship, family or marital status, political beliefs, sexual preference or other factors included in human rights legislation.
  Our diversity goals for recruitment, hiring, and retention are embedded in our corporate goals, and our diversity initiatives are supported by the highest level of the organization.
  We strongly believe that a diverse workforce fosters more creative and innovative thinking throughout the organization. Creating an inclusive environment, where everyone is respected and valued, enables us to leverage our diversity as a business driver and strengthens our position as a global leader.
  Abbott strives to promote and maintain an inclusive, high-performing culture that allows all employees to reach their full potential and contribute to Abbott’s success.
  Connect with us at www.abbott.com, on LinkedIn at www.linkedin.com/company/abbott-/, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal

• Perform emergency repair, preventative maintenance, installation and product updates at customer site.
• Establish and sustain active communication link with CSC (What does this stand for?) personnel and provide daily support for all territories as required.
• Provide comprehensive support for the sales organization’s efforts to include - but not limited to - repair and maintenance of demonstration equipment.
• Perform modification and engineering updates at customer site.
• Adhere to operating procedures.
• Manage assigned spare parts at the appropriate inventory levels. Manage TSS Kits and individual spare parts inventory.
• Prepare detailed documentation of each service call, utilizing the assigned laptop computer.
• Complete service documentation and reports (service tickets, expense reports, inventory records, contract follow-up, reports, etc.) in accordance with Abbott policies and procedures.
• Provide training of customers on proper operation of Abbott instrumentation on site, as required.
• Sell Service agreement renewals; present proposals.
• Sell Abbott consumable supplies.
• Create and perform Customer Service Business reviews as required.
• Recommend performance improvement strategies for territory.
• Communicate with Sales Rep any concerns or recommendations.
• Develop Achieving Service Excellence as per ADD Guidelines