Abbott Automation Technical Support Specialist - Lothian in Maidenhead, United Kingdom

JOB DESCRIPTION:

Job Description

Automation Technical Service Specialist

ADD Europe offers the position Automation Technical Service Specialist (field based).

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 deinstallations, repairs, instrument hardware or software upgrades and providing basic training to customers and Abbott Ambassadors.

Major accountabilities

  • 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 deinstallations

  • 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.

Educational background

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

JOB FAMILY:

Sales Force

DIVISION:

ADD Diagnostics

LOCATION:

England > Maidenhead : Remote

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 75 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Driving a personal auto or company car or truck, or a powered piece of material handling equipment

Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 150 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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