Field Service Engineer UK

Job description

JOB DESCRIPTION:

The Field Service Engineer will provide technical field support to Abbott

Molecular customers in the UK. Introduce AM assays, applications and

systems in customer laboratories. Plan and conduct customer training at

customer site or in Abbott training facilities. Provide first level problem

solving support at customer site. Support local Sales and Marketing

organizations by providing demonstrations of AM systems and applications in

customer laboratory and during congresses or user group meetings.

Major Accountabilities:

Pre-Sales responsibilities:

 Provide technical product demonstrations to customers for instrument, assay and

applications.

 Assist local Sales and Marketing representatives by providing technical details

and input prior, during or after Sales calls.

 Support User Group Meetings, congresses and exhibitions by providing product

demos, presentations and additional activities as required.

Post- Sales responsibilities:

 Provide customer training at the customers laboratory or at Abbott training

facilities.

o Acquire necessary training and presentation skills to build and deliver efficient

and effective training to AM customers.

o Translate complex matters into easily understandable and motivating training

units.

o Plan and deliver customer training according to common AM training standards

 Take ownership for reported customer inquiries and complaints and make sure

that all requests and issues are answered and resolved in a timely manner and

maximum customer satisfaction is achieved.

o Investigate error conditions, diagnose probable root causes and provide

troubleshooting solutions over the phone or at customer sites.

o Manage escalated issues and coordinate all required activities to resolve

customer complaints and meet customer expectations and timeline.

o Provide complete information and data, related to customer complaints, and

ensure proper documentation in Abbott Call Management Systems.

o Provide missing data independently and upon request by ESS MAS in a timely

manner.

o Escalate system or assay immanent failures to the next level of support and

provide all relevant data describing failure conditions and requests for

enhancements to facilitate fast problem solution and continuous improvement of

AM products and services.

 Prepare technical product launches on a regional or country level, introduce and

track performance of new assays and systems in customer laboratories and

provide feedback to technical departments in Wiesbaden, Des Plaines or third

party manufacturers if requested.

 Form the link between customers in EMEA and technical organizations in AM to

facilitate an effective flow of information.

 Ensure full compliance to AM Quality and Regulatory Procedures.

o Timely completion of existing training plans in ETMS, Pilgrim SmartTrain or

equivalent databases.

o Meet the timeline and goals for complaint registration and investigation as well as

complaint closure as defined by QA and Service/Support Management.

 Share information, knowledge and experience with all members of the AM

Support community, contribute to building and maintaining high level of expertise

in entire AM EMEA community.

o Participate to technical conference calls and Support Meetings and provide input

upon request.

Education:

Scientific degree or High School Diploma in Molecular Biology, Biochemistry or

related subject. Alternatively equivalent experience in a laboratory environment with

focus on molecular diagnostic systems and assays. Preferably experience as

Product Specialist, Support Specialist or a related function in Molecular Diagnostic

Industry.

Background:

Knowledge, Skills and Experience:



Excellent knowledge of common molecular biological techniques, required for the

support of highly demanding product portfolio of AM, e.g. Nucleic Acid Extraction,

PCR, Sequencing, FISH

 Highly developed analytical skills for effective solving of complex and demanding

failure conditions.

 Excellent communication skills to build and maintain relationship to internal and

external customers and to facilitate effective problem solving over the phone or at

customer site.

 Capability to identify and focus on customer needs to create and maintain highest

level of customer satisfaction.

 Strong training skills for effective training of external customers on use and

application of AM products.

 Excellent presentation skills to support commercial organizations with demos of

AM products and as a key element of training.

 Fluency in English language is a requirement, including the ability to write

reports, technical documents and analytical problem descriptions.

 Organizational skills enabling fast move between different job environments and

for properly balancing pre- and post-Sales Support responsibilities.

 Excellent knowledge of PC technology and common Software, MS Office.

 Strong team skills for effective cooperation with local Sales team members as

well as other Field Application Specialists in EMEA and technical departments in

Delkenheim and Des Plaines.

 Adaptability/Flexibility required to work in different environments, i.e. pre-Sales

activities (product demonstrations at customer site or during congresses and

customer meetings) and post Sales-activities (on-site troubleshooting, training of

external customers at customer sites or in Abbott training facilities).

 Stress Management to cope with high workload and frequent travel activities.

 Creative thinking and taking initiatives for permanent improvement of processes.

 Conflict management to handle difficult situations based on customer complaints

or internal disense.

 Integrity and confidentiality.

Impact of Position:

 Pre-Sales responsibilities: Supporting the local Sales organization by providing

instrument and assay/application demonstrations have a direct impact on the

commercial success of the respective local AM country or area organization.

 Post Sales responsibilities: The continuous direct customer contact and the

responsibility for solving application or assay related customer complaints

strongly influences the Abbott Molecular image by the level of customer

satisfaction. Acting as the communication link between customers in EMEA and

technical departments in the Area Headquarter Delkenheim, Headquarter Des

Plaines respectively, facilitates an effective and fast flow of critical information.

This guarantees efficient problem solving and continuous improvements of AM

products and services. Providing application training for external customers and

technical education of other members of the respective country or area team sets

the standards of AM knowledge transfer. Building the expertise inside and outside

the company will help customers to smoothly introduce and reliably perform AM

applications in their routine.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: