Senior Technical Service Specialist - Core Lab (Ontario)
AbbottToronto, Ontario, CanadaIl y a plus de 30 jours
Description de posteOn a regular basis, review FSE and TMR schedules (daily, weekly and monthly) to assure effective use of Field resources to address problems; Help identify and manage flagged accounts and follow up until customer concerns are resolved. Update appropriate areas of the organization on a regular basis; Share information gained from FSE’s and WWCS (Worldwide Customer Support); Co-ordinate 2nd party service when required. (Monitors, printers, ADC in-service); Communicate information on new technical issues with appropriate areas of the organization; Keep specific technical reference material up to date for CSC common use. Read and remain familiar with new product launches and changes to existing products; Keep CMS Next assigned follow up calls up to date. Bachelor’s Degree – Science, Medical, Lab Tech or Engineering; Three to five years related experience; Excellent communication and troubleshooting skills, an ability to work independently; Resourceful; Technical abilities.
The Opportunity
This position is field based in Ontario, Canada, in the Core Lab 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
Daily
- Verify and confirm reported problem. Attempt to resolve over the phone, determine urgency and risks for each situation and communicate with appropriate individuals for corrective action;
- Co-ordinate and dispatch field support - FSE / TSS, when telephone troubleshooting cannot correct problem; and monitor and ensure timely on-site response;
- Reassign field support when initial dispatch call cannot meet customer expectations for timely on-site response or resolution to problem and keep CSC and Field Service Managers up to date on situations, which may require Management intervention;
- Identify and document using CMS Next any instrument, product and / or training issues that fail to report acceptable results or negatively impacts customer satisfaction;
- Ensure compliance with all relevant Operating Procedures for complaint handling and filing complaints;
- Respond to requests for technical support and maintain positive interaction with FSE’s, TSS’s, CSC, Product Specialists and Sales Force by distribution of technical material and troubleshooting guides;
- Identify and communicate unresolved problems to appropriate areas and help co-ordinate required resources for corrective action;
- Alert Service administration areas when account changes require updating CMS Next for instrument, contract or contact changes.
Weekly
Monthly
Required Qualifications