Field Service Representative (Little Rock, AR

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:

Position Summary

Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion; partnership and performance. Efficiently provide technical support solutions including installation; corrective; pre-emptive and proactive maintenance. Go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.

Represent Abbott Diagnostic Division to its customer:

Responsible for providing on-site support to ADD customers
Support field personal
Support District business objective and goals
Provide direction and develop mentoring skills to mentor other FSRs
Troubleshooting and resolving complaints reported by customers
on a minimum of five increasingly complex instruments as detailed in the FS Business Process database

Understand and follow Quality System by:
Accurate and timely documentation of complaint resolution
Understand and practice regulatory and compliance procedures
Maintain a safe work environment following laboratory safety guidelines
Schedule and complete
Routine preventive maintenance
Installations and other updates provided by Abbott
Integrate effectively into the service team:
Work effectively within a diverse and dynamic team environment
Support on call rotation
Time; territory and inventory management
Standby and after hours responsibilities
Flexible working hours
Unpredictable Travel
Travel for support of other territories and training
Providing on-site critical account support inside and outside of district boundaries.
Responsible for IRL ownership to achieve organizational goals and customer satisfaction.
Responsible to work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).
Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.

In addition to this position requires: a) superior technical competency; b) Pro-Active Account Management; c) complete instrument training across geographical IRL.

Main Responsibilities

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

Provide superior customer service; through applying effective communication skills in order to build loyalty while proactively managing and resolving high-stress situations
Delight our customers by providing support including installation; Preventive Maintenance; Technical Service Bulletins and repair by documenting; following-up; and closing calls as per Abbott Diagnostics quality system
Partner cross-functionally and internally while maintaining positive relationships and ensure issues are resolved efficiently and satisfactorily while exceeding customer needs
Successfully achieve the established business metrics including service sales; cost of service and key performance indicators for assigned customers/accounts
Champion utilization of remote support tools to proactively improve instrument up time
Proactively improve expertise through continuous learning and certifications

Accountability

Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional; forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.

Qualifications

Bachelor's degree or equivalent relevant experience required. Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred. Practical experience of interfacing with customers preferred.

Additional Skills: Trouble shooting/problem solving; ability to succeed in team situations and excel independently; computer skills (Word; Excel; Power Point; Internet; Remote Computing i.e VPN; remote troubleshooting etc.); effective communication skills and strongly demonstrated interpersonal skills.

Language: Basic English skills are preferred (written and oral). Proficiency in local language required.

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