Technical Service Specialist - Core Diagnostics

Field Service Engineer

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

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