Field Service Engineer

3 weeks ago

Johannesburg, Gauteng, South Africa Abbott Full time

Unlock Your Potential in Molecular Diagnostics

At Abbott, we're committed to advancing molecular testing solutions that guide life's most profound decisions. As a Field Service Engineer, you'll play a critical role in providing best-in-class customer experience to our clients.

Responsibilities:

  • Installation and implementation of new systems in current and new customer sites.
  • Performing preventative maintenance interventions, including hardware and software upgrades and repair interventions on molecular instrumentation.
  • Troubleshoot Application and Instrumentation by telephone and on site, complaint logging and tracking in Call Management Systems.
  • Providing on-site customer support for software and hardware upgrade training.
  • Closing cooperation with Application Support Specialists and the Commercial team to provide excellent customer service and support business growth.
  • Actively participating in Abbott Molecular conference calls, service summits, expert meetings, and workshops.
  • Providing primary service and support to the defined territory.
  • Providing back-up service support outside of assigned territory as needed.
  • Maintaining and managing own tools and accessories needed to perform repairs and preventative maintenance, including timely validations of tools according to defined procedures.
  • Maintaining and managing own Spare Parts Field Service inventory kits according to defined procedures.
  • Reporting to Service Management, including spare part usage report.
  • Representing Abbott in a professional manner.
  • Informing Service Management about prep happened in use of Abbott products.
  • Ensuring meeting service financial goals, including revenue and margin.
  • Responsible for increasing service revenue.
  • Developing and implementing value creation strategies, including comprehensive service sales in territory.

Requirements:

  • A tertiary qualification in Electrical Engineering, Biomedical Engineering, or related.
  • A minimum of 3 years' experience is required.
  • Must be based in Johannesburg.
  • Preferably experience within the medical or diagnostics industry, having worked in the field as well.
  • Profound knowledge of managing budgets as well as service relevant processes, e.g. spare parts, material flow logistics, and complaint handling.
  • Excellent communication skills to build and maintain positive relationships with internal and external customers.
  • Ability to effectively solve customers' technical problems by phone, email, webinar, and in person at a client site.
  • Outstanding customer care skills. A strong desire to work with customers to understand their needs and recommend Abbott solutions that accomplish their scientific goals.
  • Fluency in English language is a requirement, including the ability to write reports, technical documents, and analytical problem descriptions.
  • Other language skills will be a distinct advantage.
  • Must have a valid driver's license.

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