Technical Service Support at QuintilesIMS

Job description

Job Purpose and Scope:

• Provides specialized technical expertise, in-depth troubleshooting, advanced TSS training and guidance to Field (TSS) personnel and customers.
• Acts as the lead field-expert for Abbott product group been designated to you.
• Acts as a project leader for new analyzer system launch and field implementation and TSS training.
• Monitor & develop technical expertise of TSS, Support Specialists / Customer Trainers and Service Support Contractors
• Provides a leadership role in maintaining and the implementation of critical business initiatives and strategies.
• Together with Region Service Director monitor & develop technical expertise in this region and to make sure that all Abbott guidelines and metrics are adhered to.
• Installs, maintains and troubleshoots all Abbott analyzers systems with in the African region.
• Assumes all accountabilities of a Senior Technical Service Support and together with those listed hereunder

Core Job Responsibilities:

• Service Support
• Evaluates TSS, CSC / Customer Trainers and Service Support Contractors proficiency and advises RSD on corrective actions and training needs
• Reference person for TSS, CSC & Application Support Specialist and Service Support Contractors for all complaint calls that are unresolved for a period exceeding 48 hours
• Responsible for developing training and support materials for all trainings to be conducted by FSS on-site and in the Training Centre
• Responsible for on-site refresher training of all TSS, Support Specialists / Customer Trainers and Service Support Contractors post-ACS training
• Responsible for Level I, Level II & pre training for TSS, Support Specialists / Customer Trainers and Service Support Contractors
• Responsible for training TSS, Support Specialists / Customer Trainers and Service Support Contractors on in-depth and effective troubleshooting
• Responsible for creating, developing, documenting, updating and implementing customer-orientated Advanced Troubleshooting Guide process for designated product group/line
• Responsible for training customers in Advanced Troubleshooting procedures related to Customer Replaceable Units (CRUs)
• Develop and maintain Service model for the Region specified above.
• Provides specialized technical expertise and service support to Distributor Field Service personnel and Contractors.
• Provides technical in-depth troubleshooting to Distributor Field Service personnel for problems associated with analyzer, operator, application and reagent complaints
• Performs Nightshift and stand-by duty during the week and on weekends as part of South African FSE team.
• Performs Nightshift and 24-hour technical support to customers when on stand-by following Abbott’s Complaint Handling Policy
• Documentation
• Provide all the detail for invoicing / payment of Spare Parts shipped to the region distributors & customers
• Provide all the detail for the billing of customer for work done
• Responsible for electronic Complaint Tracking system ensuring that all field service calls are documented
• Responsible for the documentation of all Preventative Maintenance Checklists and total call check list
• Employee has technical product responsibilities to keep informed on all European Product Information (EPI), Technical Service Bulletins (TSB); Instrument Service Advisories (ISA) and Area Customer Service Product Information i.e. e-Solutions
• Data Analysis
• Provides RSD with monthly feedback on Global Service & Support (GSS) reports i.e. Highly Serviced Instruments (HSI) report
• Generates Field Service activity data and statistics from Call Management System i.e. CMSNext and compares them with the standards and goals defined by Global Service Organisation (GSO)
• Pro – active monitoring and documentation of Abbott link log files and tools.
• Monitors Abbott link connectivity and meets Abbott metrics.
• Must provide an action plan to correct negative metrics or trends during cadence review
• Action plan must be implemented in the agreed time frame
• Strategic Planning
• Responsible for the scheduling, implementation & monitoring of all EPIs, TSBs & ISAs for all analyzer systems
• Responsible for the scheduling & monitoring of all Preventative Maintenance calls and spare parts.
• Supervises and implements procedures, action plans and guidelines from RSD
• Develops creative solutions to increase customer satisfaction with the available resources
• Defines, designs and implements a project to upgrade Service Support standards in the Region to be comparable to that of South Africa
• Distributor Field Service Personnel Training
• Evaluates Distributor Field Service personnel proficiencies together with RSD
• With the assistance of the RSD implements the corrective actions for identified deficiencies including defining training needs and/or skills enhancement recommendations, when applicable
• Provides on-site supervision of Distributor Field Service personnel during regular field service visits to the region
• Training Center
• Responsible for the upgrades and maintenance of all systems/instruments in the Training Centre
• Responsible for the troubleshooting of problematic systems/instruments unless TSS intervention is required
• Ensures that the Training Centre is clean, tidy, dust free and that the systems/instruments are all optimally operational
• Ensures that the Training Centre is always securely locked and systems/ products are not tampered with
• Customer Relationship Management
• Responsible for the development and maintenance of a professional business relationship with customers.
• Visits customers on a regularly basis – planned visits are recorded on Pre call Planner with short description of proposed call content
• Provides Technical Service Director (RSD) with a report on customer visits i.e. business discussed, product information shared, items that need to be followed up, etc
• Performs data analysis and Business reviews for given customer base and Contractor / Distributor
• Financial Accountability
• Increase Service Revenue Growth for the Region year on year.
• Administration of Spare Part Inventory Control and Billing
• in the Region
• Supports Technical Service financial strategies through shared impact goals
• Responsibility to assist Sales and Ambassador personnel in promoting product sales to existing and new Customers
• Compliance
• Responsible for implementing and maintaining the effectiveness of the Quality System
• Supports and guides Distributor Field Service personnel in compliance with approved quality procedures
• Responsible for Complaint Tracking system ensuring that all Level I / Level II and Potential Reportable Events (pRE) complaints are logged and filed
• Responsible for the monitoring of the Distributor Field Service personnel who file all product related information e.g. Field Service Reports, Customer Complaints, Product Information
• Complies 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, customers, colleagues and/or the environment
• Complies with Complaint Handling Procedure Q14 and Field Q19 and all subsequent amendments
• Complies with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives of Abbott Laboratories (Pty) Ltd.
• Represents Abbott in a professional manner at all times to develop and preserve a favorable customer relationship thereby achieving customer satisfaction

Minimum Skills Required:

• Basic computer skills e.g. DOS, Excel, Word and PowerPoint & g
• Eneral PC Hardware experience
• Understands scientific terminology and literature
• Possess strong communication skills with internal and external customers
• Strong Organisational skills
• Strategic planning & analytical skills
• Administrative & documentation skills
• Communication & presentation skills
• Interpersonal relations and personal adaptability
• Attention to detail
• Customer focus

Experience Required:

• Minimum of 5 years of technical support experience.
• Laboratory experience in Hematology, Immunology, Immunochemistry or Clinical Chemistry.
• Strong understanding of customer and market dynamics and requirements.
• Ability to professionally interact with customers on many different levels i.e. Key Opinion Leaders (KOLs), Physicians, Pathologists, Head of Departments, Laboratory Managers, Laboratory Technologists.
• Strategic planning & analytical skills.
• Creative thinking and attention to detail.
• Innovation & initiative.
• Project Management & Problem solving
• Administrative & documentation skills
• Interpersonal relations and personal adaptability.
• Customer focus
• Willingness and ability to travel up to 75% of the time.
• Technical product expertise with various diagnostics products in Haematology, Immunology, Immunochemistry & Clinical Chemistry , Informatics and automation
• Knowledge of the diagnostic market
• Knowledge of regulations and standards affecting IVDs and Biologics
• Must be able to read and understand electronic and pneumatics diagrams
• Experience with Information Technology (IT) or Laboratory Information Systems

Knowledge / Education Required:

• Minimum of 2 years field experience as a Field Service Engineer
• Diploma/Degree in Clinical Engineering, Engineering, Electronics, or equivalent
• N6 Technical Qualification or Higher
• Proficient in writing, reading and speaking English
• Valid Code 08 drivers license