Abbott in Ireland
In Ireland, Abbott employs almost 3,000 people across 10 sites. Abbott has six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford and Sligo and a third party manufacturing management operation in Sligo. It has commercial and support operations and shared services in Dublin. Abbott serves the Irish market with a diverse range of health care products including diagnostics, medical devices, nutritionals and branded generic pharmaceuticals. Abbott has been operating in Ireland since 1946.
We currently have a vacancy for a Technical Service Specialist (field based) and this position will include the following:
The Technical Service Specialist is responsible for providing level one and two support to our customer base – handling installations and deinstallations, repairs, instrument hardware or software upgrades and providing basic training to customers and Abbott Ambassadors.
Provide first line and second line services
Provide level two service (complex service interventions requiring more than 4 hours of labor)
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 deinstallations
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 labor 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.
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 position, supported by management and customer references
Successful engagement with customers, specifically key stakeholders and lab staff.
Excellent product and industry knowledge
Excellent experience and process skills of the business functions service delivery.
Excellent communication skills
Ability to identify and drive resolution of issues
Technical expert for product line responsibility
Coaching and training skills
Excellent experience in use of analytical tools and software