Job Description

JOB DESCRIPTION:

Job Title

Technical Service Specialist

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve peoples health. Were 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.

The Opportunity

This position works out of our Johannesburg location in the Abbott Core Diagnostics Division. Were 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 Abbotts diagnostics instruments, providing lab results for millions of people. Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

In this role you will be part of Abbott Africa expert team that support the installation, 2nd level support and 3rd level support, TSB programs and escalations, performance improvement on Abbott CDx instruments to ensure excellence in Service Support in Africa

What Youll Do:

• Take the lead in driving and implementing and updating to current trends.
• Multipoint check and protocol for Preventative Maintenance
• Multipoint check and protocol for PDM
• Multipoint check and protocol for PHN
• Multipoint check and protocol for Reactive
• Perform instrument installations of Abbott ADD instruments in AFRICA with strong focus on region of responsibility.
• For escalation protocol, provide third level Service support to base business Service teams via remote diagnostic analysis of errors in region Africa.
• Support local base business Service teams by conducting 1st & 2nd level technical Service support for all ADD instruments at customer laboratories when needed.
• Assist local teams by conducting 1st level support, i.e. failure analysis, repair, hardware and software upgrades.
• Conduct technical coaching and workshops for ADD and Distributor Service Engineers.
• Act as the key contact for local Service & Support teams and technical teams in Africa.
• Actively collaborate with the Field Service Engineers, Application Support Specialist and the Commercial team to provide an excellent customer experience and contribute to business growth.
• Actively monitor instrument performance to identify and implement areas of improvements.
• Drive Global KPI and support initiatives.
• Drive RSD KPI and support initiatives.
• Track and support consistent role out of all Mandatory TSB
• Order parts required for TSB.
• Make sure deadline are tracked and maintained.
• Performance review with Director on product of responsibility and implement improvement with the rest of the team that is created.
• Drive KPI to meet the organization goal target in all areas.
• Financial - spare part cost
• Financial - Meant time to repair cost.
• Customer satisfaction -NPS goals set.
• Take responsibility of own upskilling of the product continuously
• Take responsibility to upskill team in team meetings.
• Take responsibility to report trends to RSD and Global support.
• Take active involvement in Global conference call and share with the team in Region Africa
• Must be willing to travel in short notice to region Africa.
• Participate in global program for improvement.
• Is sufficient in Logical IC tools and to coach new users.
• Works with the TSM in Sift report reduction.
• Perform Pre installation assessment and readiness.
• Provide technical drawing of layout.
• Draft workbook to explain assessment and it need to be site ready.
• Be able to write technical report.

Maintenance of car stock

• Maintain the personal car stock by completing missing and returning excessive spare parts and tools, according to the recommended guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks.

Quality compliance

• Comply with all quality, ISO, GMP and safety regulations as required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding quality.

Required Qualifications

• Engineering degree in biomedical / electrical / mechatronic or medical technology is required.
• Proven track record in a similar position supported by management and customer references.
• Technical expertise for product line responsibility.
• Excellent analytical skills, ability to identify and drive resolution of issues.
• Strong experience in the use of analytical tools and software.
• Experience and/or ability to train and develop others.
• A valid car drivers license is ESSENTIAL.

Preferred Qualifications

• Excellent customer service and communication skills. Able to successfully engage with customers, particularly lab staff.
• Resourcefulness and autonomy whilst demonstrating ability to work as part of a team.
• Fluency in English, including the ability to write reports, technical documentation and problem descriptions in English language. Able to complete technical service trainings delivered in English language.
• Additional language skills would be an advantage.
• Willingness and ability to travel across Africa/EMEA.
• Valid passport

Apply Now

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Field Services

DIVISION: HIAC Core Lab

LOCATION: South Africa
Johannesburg : Abbott Place

ADDITIONAL LOCATIONS:

WORK SHIFT: Standard

TRAVEL: Yes, 100 % of the Time

MEDICAL SURVEILLANCE: Not Applicable

SIGNIFICANT WORK ACTIVITIES: Not Applicable

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