Technical Service Specialist - JHB at Abbott

THE OPPORTUNITY

This position works out of our Johannesburg location in the Abbott Core Diagnostics Division . We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people. Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

In this role, the successful candidate will be In field support to all Abbott and Distributor customers in Africa for level 1 and level 2 calls . You will work with the  Application and Technical team leader (TL) to implement all initiatives to improve customer experience. You will need to improve proactive application solutions and turnaround timeline on assay queries or complaint and lastly you will perform instrument installations of Abbott ADD instruments in Africa with strong focus on region of responsibility.

WHAT YOU’LL DO:

• Perform instrument installations of Abbott ADD instruments in AFRICA with strong focus on region of responsibility.
• Drive for continuous improvement on selected KPI to the service organization.
• Train, coach, develop and retain customers for improve customer experience and use of Abbott product
• Work with team leader to track all Assay PI, Training Local Service and Ambassador on change or reformulation
• Follow through on customer complaint and escalations
• Support all assay application, troubleshooting and investigation and work with Global team to resolve complaint timelessly
• Is sufficient to discuss and resolves application interpretation to Pathology group
• Support QA process for EP15 validation process or other
• Working with TL on schedule and meeting deadline to meet the business needs
• Support to the TL and project planner in scheduling of activities as well as maintaining current service levels to existing customers
• Build customer relationships and confidence in Abbott Brand
• To support the corporate initiatives and programs
• To support Innovation, motivation, and discipline in Abbott procedure and compliancy policies
• To provide clear communication to internal and external customers
• To provide support to the team and peers.
• To maintain the SA financial operational budget
• To improve SA service revenue
• Reduce FOC cost
• Support Service Director in all new strategy service activities in region of responsibilities
• Responsible for improved country NPS (Client experience)
• Drive Field activities and schedules, to also support the 24/7 on call requirement
• Drive the proactive protocol to improve Up Time, reduce cost and FOC
• Through our proactive program PDM/PHN
• Maintain Abbott compliant and ethical policies
• Achieve country service expense plan and revenue plan for the country
• Achieving Service excellence, in alignment with the Customer Experience team
• Establish and drive the Application support organization to improve on profitability of the service business, ensure customer satisfaction and retention, ensure renewal rate
• Lead and manage application specialist team to ensure strategy execution and goal achievement, standardize and harmonization of service tools and processes
• Provides escalated service support taking active lead in most complex troubleshooting and installations
• Support team on 24/7 roster for the week ends
• Provide in field coaching and support for complex situation
• High level support to the field when required and customer management
• Support the implementation of big project
• Achieve key performance indicators, with best-in-class benchmark achievement
• Service workload planning and balancing in alignment with Team Leader to assure customer experience and service outcomes for both the customer and the business is achieved
• Support coaching, mentoring, and establishing training programs
• Responsible for Test of Record (TOR) KPI
• Perform performance review with Client  
• Will be required in field activities 90%
• Be willing to step in where there is a gap for the team to complete a business need

REQUIRED QUALIFICATIONS

• Medical technologist degree in life sciences/ medical / electrical / mechanical or medical technology is preferred
• 5 -6 Years’ experience running or support service in the diagnostic market.
• Experience in the Pathology and Hematology environment

PREFERRED QUALIFICATIONS

• Experience working with executives.
• Making decision on your own
• Experience in running team and cross matric functional teams
• Experience in managing critical situation and problem solving
• Strong understanding of customer and stakeholder dynamics
• Strong analytical thinking