Technical Service Specialist - Core Diagnostics

To effectively and efficiently provide exceptional engineering and service support to all Abbott Diagnostics customers ensuring customer satisfaction while maintaining a profitable business environment.

Direct Reports: 0

Key Areas Of Accountability

• Responsible for implementing and maintaining the effectiveness of the quality system such as proper reporting of customer contacts and adherence to Abbott’s quality standards
• Effectively resolving customer issues and instrument problems and minimizing repeat calls
• Performing Planned Service and Pro-active calls to ensure customer satisfaction by ensuring a high level of instrument reliability
• Maintaining a profitable service business by minimizing cost and maximizing revenue on sale of parts and services
• Attend training courses and complete training requirements ensuring a high level of competence and continuously updating knowledge and skills. Assist in the delivery of training courses for customers and ADD employees.
• Work with sales personnel in conducting service reviews and feedback mechanisms in designated customer sites ensuring total account management
• Grow the business by increasing revenues to our service contracts and sales of spare parts
• Complete and submit designated reports weekly or as required. TSS’ are to ensure that necessary parts are fully stocked.
• Safety & Environmental Responsibilities
• Attend regular departmental meeting with manager/supervisor to build in continuous feedback mechanisms
• Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures and work practices with the intent of preventing or minimizing accidental exposures to self, colleagues and/or the environment
  
  

Job Specification

Knowledge & Experience

• Experience in a diagnostics company as Field Service Engineer preferred but not required
• Proficient in troubleshooting Electro-Mechanical Equipment
• Computer Literate (Hardware & Software)
• Technically inclined and customer service oriented with pleasing personality
• Possesses effective communication and listening skills to relate to customers.
• Willing to work beyond normal office hours and to travel
• Honest and hardworking
• With Driver’s license
• Proficient defensive driver
  
  

Competencies Required

Core Competencies

• Adaptability
  
  

Maintaining effectiveness when experiencing major changes in work tasks or the work environment, adjusting effectively to work within new work.

• Teamwork
  
  

Working effectively and cooperatively with others, establishing and maintaining good working relationships with internal and external partners to facilitate the accomplishment of work goals.

• Initiative
  
  

Taking prompt action to accomplish objectives, taking action to achieve goals beyond what is required, being pro-active, originating action to improve existing conditions and processes

• Integrity
  
  

Maintaining, promoting, and modeling social, ethical, and organizational norms, firmly adhering to codes of conduct and ethical principles

• Innovation
  
  

Generating innovative solutions in work situations, trying different and novel ways to deal with work problems and opportunities

• Tolerance for Stress
  
  

Always able to maintain effective performance under pressure and when working long hours

Functional Competencies

• Customer Focus
  
  

Developing and sustaining productive customer relationships; making customers and their needs a primary focus of one’s actions

• Managing Work (Includes Time Management)
  
  

Effectively managing one’s time and resources to ensure that work is completed efficiently

• Quality Orientation
  
  

Accomplishing tasks by considering all areas involved, attentive to details; showing concerns for all aspects of the job; accurately checking processes and watchful of deadlines

• Technical/Professional Knowledge and Skills
  
  

Achieving a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in area of expertise

• Work Standards
  
  

Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Minimum Qualification

Holder of an Electronics and Communication Engineering Degree