Field Service Representative (Central PA)

Job description

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

JOB DESCRIPTION:

Primary Job Function:

Provides technical product support in a dynamic phone and on-site environment to Abbott Diagnostics Division (ADD) customers and field personnel. The position serves as the primary contact for diagnosing and resolving instrument and/or reagent problems through technical troubleshooting; instrument repair; and; customer education over the phone or when required at the customer site for ADD's complex instrument systems and assays. The position also provides on-going proactive product support for assigned accounts.

Core Job Responsibilities:

Responsible for implementing and maintaining the effectiveness of the quality system.

Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware; software and reagent issues.

• Performs proactive support activities (PMs; TSBs; ISAs) to maintain system performance
• Applies standard troubleshooting tools or concepts to identify the real issue and its root cause
• Distinguishes between customer resolvable issues and issue requiring ADD personnel to correct; e.g.; differentiates Abbott product issue from customer misuse
• Determines level of urgency and develops recommendations that reflect customer and Abbott business needs
• Provides customer information to prevent future problems
• Improves customer self-sufficiency by partnering with the customer on-site and by phone:
• Supports use of ADD products in the customer facility by conducting instrument installation, integration and on-going customer training at the customer site
• Develops the customer's ability to troubleshoot/repair their analyzers
• Provides training to increase customer's knowledge of component replacement and assay knowledge
• Involves customer in troubleshooting and resolutions.
• May also train ADD customers and personnel on instrument operation in the Dallas customer training facility.
• Maintains effective customer relationships.
• Identifies customer needs and anticipates problems
• Identifies issues requiring resolution and updates customer on progress and confirms satisfaction during closure of events
• Seeks feedback from customers and uses it for improving service level
• Critical account support of high volume or high-risk accounts in addition to other routine requests
• Responsible for implementing and maintaining the effectiveness of the quality system. Position is critical to the support of the CAPA Sub-System with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns. Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner.
• Maintains and develops technical competence on instrument systems assigned as well as job-related tools and processes

Position Accountability / Scope:

• Receives general direction and exercises considerable discretion as to personal work details.
• Accomplishes results individually; working remotely and in collaboration on teams and work groups.
• Recognizes the impact of the policies and procedures on the business and raises the issue if there is a potential conflict.
• Financial responsibility for managing personal parts inventory of $15-20M.
• Considers financial implications as part of decision making. Makes decision on part utilization that
• impact annual parts budget of approximately $3.4MM for Region.
• Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately ·Monitors and maintains customer satisfaction through direct contact.
• Adheres to safety guidelines; policies; procedures.
• Achieves job standards
• Critical contribution to the effectiveness of the CAPA system with responsibility for accurate

documentation of customer complaints and the actions taken to resolve those concerns

• Provides direct support to external customer which may influence customer purchase decisions

Minimum Education:

Associates Degree or equivalent experience; Bachelor's Degree Preferred.

Minimum Experience / Training Required:

• Knowledge of regulations and standards affecting IVDs and Biologics.
• Demonstrates innovation, adaptability, and schedule flexibility; Considers a dynamic environment as an opportunity to learn and grow
• Analyzes discrete issues and provide solutions; Identifies missing information or recognizes underlying issues; Organizes thoughts and information into clear explanations or presentations.
• Anticipates, identifies and meets internal and external customer needs and requests; Negates and Resolves Conflicts; Maintains a professional demeanor, even under stressful conditions.
• Makes logical timely decisions based on analysis and experience
• Effectively Manages Time; Prioritizes tasks and defines tasks necessary to meet goals; Organizes own activities and time to complete multi-faceted tasks and assignments; Manages daily workload related to call documentation; parts inventory and cycle count accuracy
• Demonstrates proficiency and works efficiently with computer, personal digital assistant (PDA), and printers.
• Adheres to proper call documentation
• Displays effective oral and written communication to accomplish business goals and foster building customer rapport and relationships
• Develops self and others by acquiring the skills, knowledge and experience to support the business direction of the organization and grow professionally
• Persuades others to support a course of action; acts proactively to originate actions to improve existing conditions and process

JOB FAMILY:

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