Technical Support Specialist

3 weeks ago

Toronto, Ontario, Canada Abbott Full time

The Opportunity

This position is a field-based role in the Core Lab division, located in the Cambridge area. At Abbott Core Lab, we're empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Our diagnostics instruments run over 10 million tests every day, providing lab results for millions of people.

Key Responsibilities

• Perform emergency repair, preventative maintenance, installation, and product updates at customer sites;
• Establish and sustain active communication links with CSC personnel, and provide daily support for all territories as required;
• Provide comprehensive support for the sales organization's efforts, including repair and maintenance of demonstration equipment;
• Perform modification and engineering updates at customer sites;
• Adhere to operating procedures;
• Manage assigned spare parts at the appropriate inventory levels, including TSS 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;
• Create and perform Customer Technical 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 Core Lab Guidelines.

Requirements

• Three years of technical experience with equivalent relevant experience required. A Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred. Practical experience of interfacing with customers is preferred;
• Minimum of 1 to 3 years of experience;
• Must be able/willing to work the evening/night shift;
• 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 travel, including air travel;
• Excellent communication and troubleshooting skills;
• Ability to work independently.

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