Regional Technical Service Engineer
Salary undisclosed
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Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.
Abbott Molecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.
Primary Function
Abbott Molecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.
Primary Function
- Partners with customers / distributors to drive and coordinate all technical and administrative support activities including installation, repair, preventative maintenance, engineering change upgrades, troubleshooting and complaint resolution, covering SEA region.
- Serves as an engineering consultant during pre-and post-sales activities.
- Build and maintain strong relationships across district Service and Support teams, Marketing and Commercial to maximize sales growth, support instrument uptime and customer satisfaction.
- Participate in instrument refresh program within APAC (a process whereby an instrument can be redeployed after it has been inspected, had preventive maintenance performed and device functional performance verified).
- Perform instrument deinstallation, hardware installation and software reimage, amplicon contamination check, system backup, decontamination, and system packing for deployment within APAC.
- Assist with interfacing between the organization and internal support structure by providing timely onsite technical assistance to customers, distributors, field application specialists and territory country managers.
- Provide on demand technical support to customers / distributors. Coordinate and prioritize service requests to establish best intervention method and ensure customers / distributor satisfaction.
- Establish and maintain relationships with customers / distributors to ensure their success utilizing Abbott products and services.
- Provide effective problem resolution assistance to customers / distributors.
- Coordinate new installations and participate in large-scale installations that require facility inspections and instrument verification.
- Responsible for instrument refresh program within APAC and manage the Singapore Abbott training center, ensure compliant with quality, regulatory and business rules.
- Drive business of escalation support and coordinate resources to provide timely resolution of customer complaints.
- Partner with territory country managers to coordinate new system placements, promote upgrades and timely contract renewals.
- Demonstrate technical competence while installing, deinstalling, upgrading hardware or software, repairing, and performing preventative maintenance for Abbott products in a defined territory.
- Troubleshoot instrument system problems through Abbottlink, telephone support, log file reading, or on-site client visitations.
- Utilize and maintain up to date service documents, ticketing via CMSNext, field service bulletins, SOP's and facilitate remote connectivity to customer instrumentation.
- Maintain proper inventory levels and control accuracy of service parts to promote first-time fix.
- Remain compliant with administrative responsibilities and business expectations.
- Comply with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met.
- Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures, and work practices with the intent of preventing or minimizing accidental exposures to self, colleagues and / or the environment.
- Diploma/Bachelor's Degree in Engineering
- 3-5 years of field/technical/customer service engineering experience in diagnostics/medical devices/scientific/semi-con industry preferred
- Fresh graduates are also welcomed to apply
- Good knowledge of IT networking concepts with experience and engineering knowledge
- Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.
- Ability to understand and troubleshoot software-based PC programs.
- Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.
- Willing to travel to customer / distributor sites more than 60% of the time (locally/regionally)
- Able and willing to work overtime to provide critical ad-hoc onsite support internationally and domestically where required after-hours
- Excellent communication skills - including both verbal and written
- Ability to work independently with minimal supervision
- Preferred: Possess a valid Driving License
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