AdresseMAIN PURPOSE OF ROLE
Partnering with the sales team provides opportunities to maximize service upgrade opportunities. Effective time management by the incumbent helps minimize potential customer downtime increasing customer satisfaction with our solution. Also, the cost of service management including spare part inventory management and resolution through First-Time or Same Day Services impact customer satisfaction and our ability to renew existing contracts.
The Technical Support Specialist position is a key role in the service organization, providing both on-site and phone technical problem resolution for Abbott Diagnostics customers. In addition to technical problem resolution, the incumbent is responsible for developing customer relationships and building customer loyalty.
MAIN RESPONSIBILITIES
- Provide backup first line service to Abbott Ambassadors (Service interventions requiring less than 4 hours labor time)
- Schedule and perform planned maintenance activities
- Assist with instrument installations
- Success in this role is measured by service key performance indications level achievement, customer satisfaction score (NPS) and economical profitability and growth per district.
QUALIFICATIONS, EDUCATION & EXPERIENCE
- Bachelors degree or equivalent qualification or experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred
- Proven track record in a similar position, supported by management and customer references preferred or Graduate entry program.
- Successful engagement with customers, specifically lab staff.
- Technical expert for product line responsibility
