Primarily responsible to perform installing, maintaining and troubleshooting
of ADD instruments as well as customer satisfaction within a given area. Is
anxious to find solutions to minor reagent problems.
Works in a defined territory and be able to take extra projects within the
service organization as requested by Service Manage.
* Job Description
Job Description
Products/Strategy planning responsibilities:
Should have knowledge of Bio Medical Instruments and their functionality, Be
Able to demonstrate all operational capabilities of the instruments
Sales activity responsibilities:
Responsible to achieve Service Sales Target as assigned
Projects implementation responsibilities:
* Represents Abbott in a professional manner at all time to develop and preserve a favorable customer relationship and achieve customer satisfaction.
* Supports the service team and ensures success by coaching and counseling them.
* Performs emergency repair and preventative maintenance at customer site.
* Performs modification and engineering updates at customer site.
* Gives customers instructions on how to change instrument parts, on how to apply the instrument related software.
* Prioritizes service calls within assigned area.
* Prepares detailed documentation of each service call. Sells service agreement renewals
* Troubleshoots problems associated with the instrument, operator and any application.
* Identifies situations creating customer dissatisfaction and implements corrective action to resolve
* Implements major product upgrades relative to their assigned product group
* Work as Technical coordinator and advisor for specific product group
* Monitor the Spare parts usage and inventory for his product and as per Abbott standard.
* Create ideas and action plan to improve the Service department and customer satisfaction.
General Responsibility:
To comply with company policies and procedures and maintain quality ethics
goals
Accountability:
Impact customer satisfaction with Abbott products. This position requires
efficient and effective communication with Abbott users including operators of
the equipment. Failure to perform may have a negative impact on market share
and product sales
Background:
Experience in troubleshooting as well as contacts to customers are of
advantage knowledge of the diagnostics market, electronic, mechanical and
chemical knowledge, minimum 4 years ' experience in ADD
Education:
University or college degree Biomedical Engineering
Competencies:
* Field Service Experience
* Excellent Customer Relation Management
* Leadership Skills and Organization
* Communication Skills
Know the Business:
Understand both customers and market. Decision based on facts on logical
experience. Identifies problems and trends
Drive for Results:
Sets higher goals and achieves with quality. Focus on performance indicators.
Assessment and self-assessment knowledge
Innovation:
Establish innovative ideas and programs to increase customer satisfaction and
service department effectiveness.
Team work:
Create a Positive Team Work environment within Service Department plus Sales
and Marketing to synchronize efforts of achieving company goals