Technical Service Specialist

2 weeks ago

Johannesburg, South Africa Abbott Full time

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 you will be part of Abbott Africa expert team that support the installation, 2nd level support and 3rd level support, TSB programs and escalations, performance improvement on Abbott CDx instruments to ensure excellence in Service Support in Africa

What You’ll Do:

Take the lead in driving and implementing and updating to current trends.
Multipoint check and protocol for Preventative Maintenance, PDM amd PHN
Perform instrument installations of Abbott ADD instruments in AFRICA with strong focus on region of responsibility.
For escalation protocol, provide third level Service support to base business Service teams via remote diagnostic analysis of errors in region Africa.
Support local base business Service teams by conducting 1st & 2nd level technical Service support for all ADD instruments at customer laboratories when needed.
Assist local teams by conducting 1st level support, i.e. failure analysis, repair, hardware and software upgrades.
Conduct technical coaching and workshops for ADD and Distributor Service Engineers.
Act as the key contact for local Service & Support teams and technical teams in Africa.
Actively collaborate with the Field Service Engineers, Application Support Specialist and the Commercial team to provide an excellent customer experience and contribute to business growth.
Actively monitor instrument performance to identify and implement areas of improvements.
Drive Global KPI and support initiatives.
Drive RSD KPI and support initiatives.
Track and support consistent role out of all Mandatory TSB
Order parts required for TSB.
Make sure deadline are tracked and maintained.
Performance review with Director on product of responsibility and implement improvement with the rest of the team that is created.
Drive KPI to meet the organization goal target in all areas.
Financial - spare part cost
Financial - Meant time to repair cost.
Customer satisfaction -NPS goals set.
Take responsibility of own upskilling of the product continuously
Take responsibility to upskill team in team meetings.
Take responsibility to report trends to RSD and Global support.
Take active involvement in Global conference call and share with the team in Region Africa
Must be willing to travel in short notice to region Africa.
Participate in global program for improvement.
Is sufficient in Logical IC tools and to coach new users.
Works with the TSM in Sift report reduction.
Perform Pre installation assessment and readiness.
Provide technical drawing of layout.
Draft workbook to explain assessment and it need to be site ready.
Be able to write technical report.
Maintenance of car stock 

Maintain the personal car stock by completing missing and returning excessive spare parts and tools, according to the recommended guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks.
Quality compliance 

Comply with all quality, ISO, GMP and safety regulations as required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding quality.


Required Qualifications

Engineering degree in biomedical / electrical / mechatronic or medical technology is required.
Proven track record of about 3 Years's in a similar position supported as a Field Based engineer ( ideally in the IVD , Lab environment )
Technical expertise for product line responsibility.
Excellent analytical skills, ability to identify and drive resolution of issues.
Strong experience in the use of analytical tools and software.
Experience and/or ability to train and develop others.
A valid car drivers license is ESSENTIAL.


Preferred Qualifications

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