Abbott Customer Support Specialist – Field Service (GTA) in Ontario, Canada

JOB DESCRIPTION:

The Customer Support Specialist – Field Service (CSS) performs installations, emergency repairs, and preventative maintenance of Abbott Diagnostics Division instrumentation.

  • Perform emergency repair, preventative maintenance, installation and product updates at customer site.

  • Establish and sustain active communication link with CSC personnel, and provide daily support for all territories as required

  • Provide comprehensive support for the sales organization’s efforts to include - but not limited to - repair and maintenance of demonstration equipment.

  • Perform modification and engineering updates at customer site.

  • Adhere to operating procedures.

  • Manage assigned spare parts at the appropriate inventory levels. Manage CSS Kits and individual spare parts inventory.

  • Prepare detailed documentation of each service call, utilizing the assigned laptop computer.

  • Complete service documentation and reports (service tickets, expense reports, inventory records, contract follow-up, reports, etc.) in accordance with Abbott policies and procedures.

  • Provide training of customers on proper operation of Abbott instrumentation on site, as required.

  • Sell Service agreement renewals; present proposals.

  • Sell Abbott consumable supplies.

  • Create and perform Customer Service Business reviews as required

  • Recommend performance improvement strategies for territory.

  • Communicate with Sales Rep any concerns or recommendations.

  • Develop Achieving Service Excellence as per ADD Guidelines.

Requirements:

  • Bachelor’s degree or CEGEP, three years (technical) with equivalent relevant experience required. Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred. Practical experience of interfacing with customers preferred.

  • 1 to 3 years of experience

  • Be willing to work unscheduled overtime and travel, as required;

  • Participate in scheduled “on call” rotation for after-hours coverage, including after hours, weekend and holiday Technical Support Hotline;

  • Requires lifting and transportation of laptop computer; service tools; test equipment; and service part kits, as required;

  • Requires some lifting and relocation of Abbott instrumentation during installations and / or routine service calls;

  • Requires substantial travel, including air travel;

  • Excellent communication and troubleshooting skills;

  • Ability to work independently;

  • Ability to take key actions and demonstrate behavioral anchors that support all Abbott Core Competencies.

  • 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.

  • English skills (written and oral)

  • 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.

  • Travel: 25 % of the time

JOB FAMILY:

Tech Support-Support Services

DIVISION:

ADD Diagnostics

LOCATION:

Canada > Ontario : Remote

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 25 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable

Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 150 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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