Field Service Engineer ( Polokwane)

Abbott Laboratories; Johannesburg; On-site; ZAR 400,000 - 600,000; Full time

Job summary

Abbott Laboratories is seeking an Instrument Engineer in Johannesburg to provide technical support on Molecular Diagnostics systems. You'll ensure operational excellence and customer satisfaction through troubleshooting and service management, contributing to the success of Abbott's innovative health solutions.

Qualifications

• VALID DRIVERS LICENCE is essential.
• Minimum two years field experience in related areas.

Responsibilities

• Deliver technical support for Molecular Diagnostics instruments.
• Perform advanced troubleshooting and mentor other engineers.
• Manage customer satisfaction through quality service and technical interventions.

Skills

Technical support

Troubleshooting

Customer management

Problem-solving

Education

University degree or National Diploma in Electrical Engineering, Mechatronics, Medical Technology, Biomedical

Job description

Abbottis 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 atAbbott

AtAbbott, 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:

• Careerdevelopmentwith 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.

The Opportunity

This position works out of ourAbbottMolecular division - based in Polokwane

.AbbottMolecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.

Reporting to the Technical Service Manager, the Instrument Engineer is responsible to delivertechnical supporton the assigned Molecular Diagnostics instruments and systems to the customer within the assigned region in order to guaranteecustomer satisfactionthrough an outstanding service and efficient mastery of reported incidents and requests of the customer. This role performs advancedtroubleshootingon complexinstrumentationand may be assigned to more difficult customer situations, requiring advanced experience incustomer managementboth within the individual assigned territory and within the region.

In addition, this position provides, besides customer instruction on basic system operation and maintenance procedures, also technical coaching and mentoring of other field engineers.

What You’ll Do:

Onsite support operational Excellence

• Perform localtechnical supporton the assigned Molecular instruments and systems as agreed in thecustomer servicelevel agreements: such as installations, deinstallations, relocations, certifications (IQ & OQ), repairs.
• Handle from a more in-depth knowledge of certain instruments & systems, more complex problems, in an independent way by:
  • scheduling the appointments with the customer,
  • ensuring all necessary goods,spare partsand tools are available,
  • managing and assuring thelogistics, executing the necessary actions,
  • checking performance and reporting & documenting completion and performance of service intervention, in order to deliver a qualitative service in accordance withAbbottspecifications andcustomer ServiceLevel Agreements.

Remote support, diagnostics &troubleshooting

• Investigate, diagnose, troubleshoot and support the customer remotely for technical problems reported by the customer onAbbottrelated instruments and systems that are not supported by the help desk or the Field Service Engineer and,
• In case an immediate solution cannot be offered, goes on site for more in depth problem handling in order to deliver an adequate and qualitative service with minimal inconveniences for the customer.

Fieldcorrective actions&preventive maintenance

• Prioritize, plan and execute fieldcorrective actions, upgrades and actions forpreventive maintenanceon allAbbottinstruments and systems according to the regulatory instructions and mandatory procedures within the predefined timeframe to ensurebusiness continuityfor the customer.
• Successfully completes all formal training onAbbottMolecular products as required by territory assignment.
• Maintains professionalism at all times through dress, behavior, oral and written communications.

Technical Mentorship

• Support the local Field Service Engineers with technical guidance, advice and knowledge with regard to her/his expertise field in order to maximize knowledge transfer and to contribute to thetechnical developmentof the Field Service engineers.

Technical forum

• Attend the required technical forum for the instruments and systems within the field of expertise:
• share information on practical situations and give feedback on encountered problems within the region with regard to the specified instrument or system.
• share outcome of technical forums with all relevant colleagues of the region.

Service contractselling.

• Explain the content of aservice contractto the customer, its terms of condition, the benefits and pricing in order to raise the customers’ awareness on the content of thetechnical supportrelated toAbbottinstrument or system and advantages of aservice contract.
• Inform local Administration on the status of the contract of the customer in order to guarantee good contract service to the customer.

Pre-installation

• Inform and check at the customer site if the requirements for ensuring a successfulinstallationof the requestedAbbottinstrument or system are present,
• Report and document the results of the visit to the Technical Service Manager,
• Inform the customer to undertake the necessary actions before initiating theinstallationprocess in order to minimize complications duringinstallation.

Functional administrative reporting

• Manage the personal planning and administration, as required by management.
• Inform the planning and dispatching function of performed assignments (by means of service reports, Engineering Change Notice files, Field Change Notices,technical reports, service bulletins, historical account information, etc…)
• Put all relevant data in theservice managementsystems in order to guarantee optimaloperational efficiencyand to deliver the necessary information for an adequatecapacity planningand dispatching.

Maintenance of car stock

• Maintain the personal car stock by completing missing and returning excessivespare partsand tools, according to the recommended guidelines in order to be fully equipped and prepared for the successful execution of the operational tasks.

Opportunity detection/customer focus

• Managescustomer satisfactionby instilling confidence inAbbottproducts and services throughquality workmanshipand professionalism:
• Providing qualitative aftersales services,
• Continuous monitoringthe satisfaction of the customer,
• Detecting the customers’ expectations and needs,
• Offer possible solutions to the customer and
• Communicate possible opportunities to the relevant departments in order to ensure the expectations of the customer with regard to delivered service are fulfilled and to expand business forTechnical Support.

Problem escalation

• Escalate problems per procedure to theTechnical SupportTeam Leader in case an immediate solution cannot be offered to the customer.

Quality compliance

• Comply with all quality,ISO,GMPandsafety regulationsas required by the organization and with the Service levels as agreed with the customer in order to always deliver an outstanding quality.

Required Qualifications

• University degree or National Diploma, ideally in one of the following fields:Electrical Engineering,Mechatronics,Medical Technology, Biomedical Or related. (THIS MUST BE COMPLETED).

• VALID DRIVERS LICENCE is essential.
• Minimum two yearsfield experience.

Preferred Qualifications

• Must live in Polokwane or willing to relocate at own cost.
• A background in IT is advantageous.

Apply Now

Follow your career aspirations toAbbottfor diverse opportunities with a company that can help you build your future and live your best life.Abbottis an Equal Opportunity Employer, committed to employee diversity.

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