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Regional Technical Service Engineer
1 month ago
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.
Abbott Molecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.
Primary Function:
Partners with customers / distributors to drive and coordinate all technical and administrative support activities including installation, repair, preventative maintenance, engineering change upgrades, troubleshooting and complaint resolution. Serves as an engineering consultant during pre-and post-sales activities. Build and maintain strong relationships across district Service and Support teams, Marketing and Commercial to maximize sales growth, support instrument uptime and customer satisfaction. Participate in instrument refresh program within APAC (a process whereby an instrument can be redeployed after it has been inspected, had preventive maintenance performed and device functional performance verified). Perform instrument deinstallation, hardware installation and software reimage, amplicon contamination check, system backup, decontamination, and system packing for deployment within APAC.Major Responsibilities:
Assist with interfacing between the organization and internal support structure by providing timely onsite technical assistance to customers, distributors, field application specialists and territory country managers. Provide on demand technical support to customers / distributors. Coordinate and prioritize service requests to establish best intervention method and ensure customers / distributor satisfaction. Establish and maintain relationships with customers / distributors to ensure their success utilizing Abbott products and services. Provide effective problem resolution assistance to customers / distributors. Coordinate new installations and participate in large-scale installations that require facility inspections and instrument verification. Responsible for instrument refresh program within APAC and manage the Singapore Abbott training center, ensure compliant with quality, regulatory and business rules. Drive business of escalation support and coordinate resources to provide timely resolution of customer complaints. Partner with territory country managers to coordinate new system placements, promote upgrades and timely contract renewals. Demonstrate technical competence while installing, deinstalling, upgrading hardware or software, repairing, and performing preventative maintenance for Abbott products in a defined territory. Troubleshoot instrument system problems through Abbottlink, telephone support, log file reading, or on-site client visitations. Utilize and maintain up to date service documents, ticketing via CMSNext, field service bulletins, SOP’s and facilitate remote connectivity to customer instrumentation. Maintain proper inventory levels and control accuracy of service parts to promote first-time fix. Remain compliant with administrative responsibilities and business expectations. Comply with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met. 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.Requirements:
Bachelor's Degree in Engineering Minimum 5 years of field/technical service engineering experience in diagnostics/medical devices/scientific industry Good knowledge of IT networking concepts with experience and engineering knowledge Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization. Ability to understand and troubleshoot software-based PC programs. Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment. Willing to travel to customer / distributor sites more than 60% of the time Able and willing to work overtime/weekend to provide critical onsite support internationally and domestically where required Excellent communication skills – including both verbal and written Ability to work independently with minimal supervision Preferred: Possess a valid Driving License
