[SDJ-949] Specialist Technical Support

[SDJ-949] Specialist Technical Support

11 nov
Abbott Ensure

11 nov

Abbott Ensure





Become a SFE Coordinator for our Established Pharmaceutical Division.

If you are inspired by our commitment to improving patient care, this role might well be what you have been looking for!


M​ain purpose of the role is the primary account contact covering capital service and technical support. The position provides on-going proactive capital product support for assigned territory/accounts. The customer experience aspect of this role focuses on increasing customer loyalty and securing retention at assigned accounts.

Core Job Responsibilities:

Communicate with customers and clients (via email, phone,

or online discussion boards) to answer their enquiries, understand their technical question, assess their needs, and suggest or promote alternative products or services (for example IT hardware and software products, financial services, health services).

Apply established procedures or develop new solutions to solve technical problems through case management and follow-up on the status of outstanding cases.

Use databases or other computerized systems to maintain up-to-date customer records, to track the volume, content and outcomes of enquiries received, and to access information, checklists, scripts, guidelines, and other materials for responding to the customer's enquiry.

Provides technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware, software, and disposable issues.

Performs proactive service support activities to maintain system performance. Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.

Determines level of urgency of service support requests, develops recommendations and implement solutions that reflect customer and Abbott business need.

Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.

Plan and prioritize customer visits and activities to do in each account.

Coordinate order delivery and billing of products and/or services in assigned accounts. Monitor inventory and replenish accordingly.

Support the sales team with monitoring and implementation of Service Contract Sales at assigned accounts.

Partner with Sales Executives to develop account-specific strategy and execution throughout commercial cycle and participate in customer business reviews.

Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.

Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.

Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer's ability to troubleshoot/repair hardware/software and increase knowledge of component replacement.

Continuously mentor and train junior FST's.


To be successful in this role, you will require the following qualifications:

Degree in Administration, Finance, Engineering or Actuary.

Experience required (1 year):

Relevant experience with instrumentation utilized in a Cath Lab.

Experience interfacing with customers.

Experience training and coaching junior field service resources.

Capital Equipment - Engineering (preferred)

Imaging / OCT (preferred)

Mechanically inclined person (preferred)

Hospital/Medical specific equipment experience (preferred)

X-ray experience (preferred)

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