Technical Service & Application Specialist – Abbott Molecular

Job Description

PRIMARY FUNCTION

The Technical Service & Application Specialist (Hybrid Role) provides comprehensive technical support and application expertise to drive customer satisfaction, instrument sales growth and business excellence. This includes:

• Providing service/ training in application of Molecular Diagnostics products for local distributors, hospital institutions or reference laboratories in Vietnam in compliance with Abbott technical standard and local regulatory requirements to support the long-term business growth in countries.

• Ensure a high level of customer satisfaction and the quality of distributors' engineers and application specialists in by proving quality and effective service activities, including interpretation, clarification, recertification, and related proactive and reactive troubleshooting in the application of Molecular assays and instruments.

• Be the coordinator in between affiliate/ distributor and area for all the product technical issues and managing/ monitoring the quality of the technical support from distributors.

• Serves as an engineering consultant during pre-and post-sales activities. This role will be expected to build and maintain strong relationships across district Service and Support teams, Marketing and Commercial to maximize sales growth, support instrument uptime and customer satisfaction.

MAJOR RESPONSIBILITIES

• Assist with interfacing between the field organization and internal support structure by providing timely onsite technical assistance to customers, distributors, field application specialists and territory country managers.

• Provide on demand field service support to customers / distributors. Coordinate and prioritize service requests to establish best intervention method and ensure customers / distributor satisfaction.

• Introduce Molecular Diagnostics Instruments and assays to both internal and external customers. Plan and conduct customer training at customer sites or in Abbott training facilities according to standards.

• Support Sales and Marketing organization by providing pre-sales demonstrations of MDx systems, assay and applications; and provide technical details and input prior, during and after sales call.

• Support User Group Meetings, congresses and exhibitions by providing product demonstrations , presentations and additional activities as required.

• Manage complaints, coordinate all required activities to resolve customer matters and meet expectations. Provide necessary information and data, and proper documentation of customer complaints in Abbott Call Management System (CMSNext)

• Escalate system or assay failures to the next level of support (APAC Support/Service Manager/ GSS) and provide all relevant data describing failure conditions to facilitate quick resolution of problem and continuous improvement product and services.

• Build relationship with customers in South Asia and serve an active role in facilitating communication between Molecular Support Organization and partners. Partner with territory country managers to coordinate new system placements, promote upgrades and timely contract renewals.

• Ensure full compliance to Abbott Molecular Diagnostics Quality and Regulatory Procedures. Meet the timeline and goals for complaint registration and investigation as well as compliant closure as defined by QA and Service/ Support Management. Timely completion of training requirement in Pilgrim SmartSolve.

• Responsible for Field Action Execution for South Asia and remain compliant with administrative responsibilities and business expectations.

• Share information, knowledge and experience with all members of the Molecular Support Organization, contribute to building and maintenance of high expertise level. Utilize and maintain up to date service documents, field service bulletins, SOP’s and facilitate remote connectivity to customer instrumentation.

• Elevate/ monitor the quality of front-line technical service by routine evaluation to distributors.

• Coordinate new installations and participate in large-scale installations that require facility inspections and instrument verification.

• Demonstrate technical competence while installing, 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.

• Maintain proper inventory levels and control accuracy of service parts to promote first-time fix.

• The role reports into the Application Support Manager APAC and Regional Service Manager

• Primarily support assigned territory but be able to travel regionally upon request (APAC regional travel is expected to be around 30%)

Job Requirement

EDUCATION AND EXPERIENCE: 

• Bachelor’s degree or above in Molecular Biology/Genetics or similar (preferred)

• BSc in Mechanical, Electrical or Biomedical Engineering

• Professional experience of at least two years in the Clinical Diagnostics environment. (preferred).

• Min 2 years of experience in technical support in medical diagnostics or life sciences field, OR min 3 years’ experience in lab-based diagnostics pathology laboratory 

SKILL & REQUIREMENT:

The selected individual is responsible for achieving service excellence through technical abilities and must be able to confidently demonstrate the assurance to meet client expectations. Candidates applying for this position should have skills and experience, which minimally meet the following requirements

• Knowledge of regulations and standards in IVDs and Biologics.

• Basic IT/networking knowledge

• Have an ability to troubleshoot and repair electromechanical instrument systems.

• A forward thinker who can prevent problems before they arise, flexible often dealing with ad-hoc queries from customers.

• Ability to understand and troubleshoot software-based PC programs.

• Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.

• Understanding the fabrication of parts, electromechanical motion control, and mechanical alignment is essential.

• Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.

• Willing to travel to customer site more than 50% of the time and available for afterhours onsite support as required. 

• Current Driving License (preferred)

• Excellent communication skills – including both verbal and written.