Technical Service Specialist

1 month ago

Taguig City, Philippines Abbott Laboratories Full time

The Technical Service Specialist position is a key role in the service organization, providing both on-site and phone technical problem resolution for Abbott Diagnostics customers. In addition to technical problem resolution, the incumbent is responsible for developing customer relationships and building customer loyalty.

Position Impact to Business

Partnering with the sales team provides opportunities to maximize service upgrade opportunities. Effective time management by the incumbent helps minimize potential customer downtime increasing customer satisfaction with our solution. Also, cost of service management including spare part inventory management and resolution through First-Time or Same Day Services impact customer satisfaction and our ability to renew existing contracts.

Key Success Factors

  • Demonstrated ability to manage resolution of complex technical customer issues.
  • Ability to successfully prioritize and coordinate assigned field repairs in a timely manner.
  • Ability to integrate, engage and collaborate within cross-functional teams.
  • Demonstrated ability to balance between technical skills and customer interfacing skills.

Requirements

  • Entry level requirement include a Bachelorâs degree in engineering, life sciences or related technical discipline.  Ideally with intern experience in their field of study.
  • Roles beyond entry level require a Bachelor degree in engineering, life sciences, or related technical discipline.
  • Minimum 2 yearsâ experience with troubleshooting and instrument repair and maintenance for non-entry roles.

Reporting Line/Structure

  • Position reports to a District or Regional Service Manager.
  • The Technical Service Specialist collaborates with cross-functional teams, including Technical Applications Specialist, Sales, as well as Global Service teams to achieve business and customer goals.

Incentive Plan

The Technical Service Specialist participates in the Global Sales and Service Incentive Plan and is incentivized on service cost, customer loyalty, and service excellence.

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