Technical Service Specialist

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

·  Career development with an international company where you can grow the career you dream of .
·  Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
·  An excellent retirement savings plan with high employer contribution
·  Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
·  A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
·  A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

Our location in  Westford, MA, currently has an opportunity for a Technical Services Specialist .

THIS IS AN ON-SITE DAILY POSITION.

The Opportunity

This position works out of our Westford, MA location in the Abbott Vascular Division.  Our medical devices help more than 10,000 people have healthier hearts, improve quality of life for thousands of people living with chronic pain and movement disorders, and liberate more than 500,000 people with diabetes from routine fingersticks.  Abbott Vascular provides innovative, minimally invasive, and cost-effective products for treatment of vascular disease.

WHAT YOU'LL DO

This is an exciting opportunity to join the Abbott Vascular team! Our cutting-edge Vascular products provide everything doctors need to assess, access and treat blocked arteries.

The Technical Service Specialist provides technical and applications support for division capital equipment systems to customers and division staff. Efficiently and effectively partners with field services personnel in matters requiring on-site service including parts order requests. Ensures human capital utilization is balanced in the most cost effective manner in accordance with established budgets, policies, procedures and quality standards. Represents Technical Services in areas related to the quality system at product division levels in complaint handling, failure investigation, trend analysis, and tracking of quality actions in compliance with plans. Seeking candidates who will meet and exceed customer expectations by striving for the greatest possible reliability and quality in our products, processes and systems through accountable, competent, and professional support.

What You’ll Work On

·  Answers internal and external clinical and technical questions via phone, email, and remotely via networking. Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure. Provide feedback to customer or Division personnel involved. Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system. Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution. Determines if and when to deploy field service support and/or equipment to customer location.
·  Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures involving Division capital equipment systems. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
·  Designs, develops, and implements content and materials for Technical Services training programs for employees in the Technical Services department. Participates in the technical and clinical training of new employees. Updates education programs on a continuous basis.
·  Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes.
·  Documents, updates, and completes all calls in the appropriate call support system.
·  Sends repair / replacement parts to customers and creates field service work orders when appropriate.
·  Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products.
·  Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
·  Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

​MAIN 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.

Minimum Experience / Training Required

Qualifications:

·  Bachelors Degree in a technical field (electrical or hardware engineering preferred) or an equivalent combination of education and work experience
·  Minimum 2 years clinical experience or lab experience working with medical systems.
·  Minimum 1 year relevant experience with instrumentation utilized in a Cath Lab.
·  Minimum 1 year experience interfacing with customers.
·  Experience training and coaching junior field service resources.
·  Minimum 1 year Capital Equipment – Engineering (preferred)
·  Imaging / OCT (preferred)
·  Mechanically inclined person (preferred)
·  Hospital/Medical specific equipment experience (preferred)
·  X-ray experience (preferred)
·  Strong oral, written, and computer (MS Word, Excel, Outlook) skills.
·  Customer service experience in a medical environment. Superior customer experience a must. Can do attitude a must.
·  Experience working in a broader enterprise/cross-division business unit model preferred.
·  Ability to work in a highly matrixed and geographically diverse business environment.
·  Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
·  Ability to leverage and/or engage others to accomplish projects.
·  Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
·  Multitasks, prioritizes and meets deadlines in timely manner.
·  Strong organizational and follow-up skills, as well as attention to detail.
·  Ability to travel approximately 10%, including internationally.
·  Ability to maintain regular and predictable attendance.
·  Regularly scheduled overtime is a requirement of this position

WHAT WE OFFER :

At Abbott, you can have a good job that can grow into a great career. We offer:

·  A fast-paced work environment where your safety is our priority
·  Training and career development, with onboarding programs for new employees and tuition assistance
·  Financial security through competitive compensation, incentives and retirement plans
·  Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
·  Paid time off
·  401(k) retirement savings with a generous company match
·  The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.

Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

     

The base pay for this position is
$21.55 – $43.15/hour

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

AVD Vascular

        

LOCATION:

United States > Massachusetts > Westford : 4 Robbins Road

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 10 % of the Time

     

MEDICAL SURVEILLANCE:

No

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)

     
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf