Field Service Engineer - Bloemfontein

Location: South Africa - Remote

Category: Customer & Technical Support

Employment Type: Full time

DO WORK THAT MATTERS.

At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.

Abbott’s Molecular Division focus on molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level, Abbott Molecular has over 1000 employees dedicated to manufacturing and marketing more than 450 products worldwide in more than 130 countries. We are committed to advancing molecular testing solutions that guide life’s most profound decisions.

Provide Abbot Molecular clients with a best-in-class customer experience. Responsible for on-site systems and instrument installations, maintenance and for solving hardware and software issues.

Actively collaborate with other Service and Commercial colleagues to enhance our overall customer service and support business growth.

RESPONSIBILITIES:

• Installation and implementation of new systems in current and new customers sites.
• Performing preventative maintenance interventions (Hardware and Software upgrades and repair interventions on molecular instrumentation)
• Troubleshoot Application and Instrumentation by telephone and on site, complaint logging and tracking in Call Management Systems.
• Providing on-site customer support for software and hardware upgrade training.
• Close cooperation with Application Support Specialists and the Commercial team to provide excellent customer service and support business growth.
• Actively participating in Abbott Molecular conference calls, service summits, expert meetings and workshops.
• Providing primary service and support to the defined territory.
• Providing back-up service support outside of assigned territory as needed.
• Maintaining and managing own tools and accessories needed to perform repairs and preventative maintenance. Including timely validations of tools according to defined procedures.
• Maintaining and managing own Spare Parts Field Service inventory kits according to defined procedures.
• Reporting to Service Management, including spare part usage report.
• Represent Abbott in a professional manner.
• Inform Service Management about prep happened in use of Abbott products.
• Ensure meeting service financial goals including revenue and margin
• Responsible for increasing service revenue
• Develop and implement value creation strategies including comprehensive service sales in territory

Education:

•  A tertiary qualification in Electrical Engineering, Biomedical Engineering or related

Experience:

• A minimum of 3 years’ experience is required
• Preferably experience within the medical or diagnostics industry, having worked in the field as well.
• Profound knowledge of managing budgets as well as service relevant processes, e.g. spare parts, material flow logistics and complaint handling
• Excellent communication skills to build and maintain positive relationships with internal and external customers.
• Ability to effectively solve customers’ technical problems by phone, email, webinar and in person at a client site. 
• Outstanding customer care skills. A strong desire to work with customers to understand their needs and recommend Abbott solutions that accomplish their scientific goals.
• Fluency in English language is a requirement, including the ability to write reports, technical documents and analytical problem descriptions.
• Other language skills will be a distinct advantage.
• Based in Bloemfontein, or willing to relocate at own cost.