Technical Service Specialist

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

Abbott Diagnostics is a leader in in vitro diagnostics, we offer a broad range of innovative ways for hospitals, labs, blood banks and clinics to diagnose and monitor health conditions with greater accuracy, speed, convenience and cost-efficiency. The result is smarter decisions for physicians and better health outcomes for patients.

The Diagnostics team is recruiting for a Technical Service Specialist to be remote based in Aberdeen or surrounding areas.

Primary objective of the position

The Technical Service Specialist is responsible for providing level one and two support to our customer base – handling installations and de-installations, repairs, instrument hardware or software upgrades and providing basic training to customers and Abbott Ambassadors.

Major accountabilities

• Provide first line and second line service to Abbott Ambassadors (service interventions requiring less than 4 hours labour time)

• Provide level two service (complex service interventions requiring more than 4 hours of labour)

• Schedule and perform planned maintenance (PM) activities

• Perform new customers and laboratory site inspections for new contract / tender preparations and design for new installations

• Conduct / assist with installation of instruments, AbbottLink, and automation and de-installations

• Perform IQOQ (Installation Qualification Operation Qualification) procedures during and after installation

• Assist with customer business reviews

• Schedule, perform and document hardware and software updates (TSBs) requiring more than 2 hours of labour time

• Deliver basic customer operator introductory trainings post install or post hardware or software upgrade

• Perform basic technical coaching and training to other Technical Service Specialists

• Success in this role is measured by customer satisfaction score (NPS), service key performance indicators achievement and economic growth and profitability per district.

Educational background

Bachelors degree or equivalent experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology is preferred.

Requirements / Work experience

• Proven track record in a similar engineering position

• Successful engagement with customers

• Excellent experience and process skills of service delivery

• Excellent communication skills

• Ability to identify and drive resolution of issues

• Coaching and training skills

As you’d expect from a global healthcare company, we offer a fantastic range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.