Technical Service Specialist

Abbott; Abu Dhabi; On-site; AED 120,000 - 150,000; Full time

Benefits offered by this job

Career development

Work-life balance

Employee diversity initiatives

Job summary

Abbott is looking for a Technical Service Specialist to work in Abu Dhabi, UAE. The role focuses on installation, troubleshooting, and customer satisfaction for ADD instruments. The ideal candidate should have a Bachelor's in Bio-medical Engineering, along with 5–10 years of relevant experience in diagnostics.

This position is crucial for maintaining high-quality service and interaction with customers, requiring strong analytical and communication skills.

Qualifications

• 5–10 years of experience in a related field.
• Experience in troubleshooting diagnostics instruments.
• Knowledge of electronic, mechanical, and chemical components.

Responsibilities

• Perform installation, maintenance, and troubleshooting of ADD instruments.
• Achieve Service Sales Target as assigned.
• Prepare documentation for each service call.

Skills

Troubleshooting

Customer engagement

Bio-medical Engineering

Analytical tools

Communication skills

Education

Bachelor's Degree in Bio-medical Engineering

Tools

Diagnostic instruments

Job description

JOB DESCRIPTION:

About Abbott

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.

Working at Abbott

At Abbott you can do work that matters, grow and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives and scientists.

Technical Service Specialist

This position works out of our UAE location in the Abbott Core Labs division.

About Diagnostics Division

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day more than 10 million tests are run on Abbott’s diagnostics instruments providing lab results for millions of people.

What You’ll Do

Primarily responsible for performing installation, maintaining and troubleshooting of ADD instruments as well as customer satisfaction within a given area. Is anxious to find solutions to minor reagent problems.
Works in a defined territory and be able to take extra projects within the service organization as requested by Service Manager within and outside the country/region.

Products/Strategy Planning Responsibilities

Should have knowledge of Bio Medical Instruments and their functionality be able to demonstrate all operational capabilities of the instruments.

Sales Activity Responsibilities

Responsible for achieving Service Sales Target as assigned.

Projects Implementation Responsibilities

• Always represents Abbott in a professional manner to develop and preserve a favorable customer relationship and achieve customer satisfaction.
• Supports colleagues within department and cross‑functionally once needed and ensures success by consultation, coaching and counseling when needed.
• Performs emergency repair and preventative maintenance at customer site.
• Performs modification and engineering updates at customer site.
• Gives customers instructions on how to change instrument parts and how to apply the instrument‑related software.
• Prioritizes service calls within assigned areas.
• Prepares detailed documentation for each service call. Sells service agreement & renewal.
• Troubleshoots problems associated with the instrument operator and any application.
• Identifies situations creating customer dissatisfaction and implements corrective action to resolve.
• Implements major product upgrades relative to their assigned product group.
• Works as technical coordinator and advisor for specific product group.
• Monitors the spare parts usage and inventory for the product and as per Abbott standard.
• Creates ideas and action plans to improve the Service department and customer satisfaction.
• Acts proactively and self‑driven by utilizing Active Sense Technology tools to ensure productivity and drive efficiency in labor and spare parts utilization.
• Ensures that all activities are performed in compliance with quality system requirements.

General Responsibility

To comply with company policies and procedures and maintain quality ethics goals.

Accountability

Impact customer satisfaction with Abbott products. This position requires efficient and effective communication with Abbott users including operators of the equipment. Failure to perform may have a negative impact on market share and product sales.

Know the Business

Understand both customers and market. Decision based on facts on logical experience. Identifies problems and trends.

Drive for Results

Sets higher goals and achieves with quality. Focus on performance indicators. Assessment and self‑assessment knowledge.

Innovation

Establish innovative ideas and programs to increase customer satisfaction and service department effectiveness.

Teamwork

Create a positive teamwork environment within Service Department plus Sales and Marketing to synchronize efforts of achieving company goals.

Required Qualifications

• Bachelors Degree of Bio‑medical Engineering.
• 5–10 years of experience in related field (Abbott Instruments experience is an advantage).
• Experience in troubleshooting and contacts with customers are an advantage; knowledge of the diagnostics market, electronic, mechanical and chemical knowledge, and a proven track record in a similar position supported by management and customer references.
• Successful engagement with customers specifically key stakeholders and lab staff.
• Strong experience and process skills of business functions service delivery.
• Strong communication skills.
• Coaching and training skills.
• Strong experience in use of analytical tools and software.
• Abbott is an Equal Opportunity Employer committed to employee diversity.

Required Experience

IC

JOB FAMILY: Field Services

DIVISION: CRLB Core Lab

LOCATION: United Arab Emirates > Abu Dhabi : Abu Dhabi Islamic Bank Building

WORK SHIFT: Standard

TRAVEL: Not specified

MEDICAL SURVEILLANCE: Not Applicable

SIGNIFICANT WORK ACTIVITIES: Not Applicable