JOB DESCRIPTION:

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.

Primary Function:

• Partners with customers / distributors to drive and coordinate all technical and administrative support activities including installation, repair, preventative maintenance, engineering change upgrades, troubleshooting and complaint resolution, covering SEA region.
• Serves as an engineering consultant during pre-and post-sales activities.
• Build and maintain strong relationships across district Service and Support teams, Marketing and Commercial to maximize sales growth, support instrument uptime and customer satisfaction.
• Participate in instrument refresh program within APAC (a process whereby an instrument can be redeployed after it has been inspected, had preventive maintenance performed and device functional performance verified).
• Perform instrument deinstallation, hardware installation and software reimage, amplicon contamination check, system backup, decontamination, and system packing for deployment within APAC.

Major Responsibilities:

• Assist with interfacing between the organization and internal support structure by providing timely onsite technical assistance to customers, distributors, field application specialists and territory country managers.
• Provide on demand technical support to customers / distributors. Coordinate and prioritize service requests to establish best intervention method and ensure customers / distributor satisfaction.
• Establish and maintain relationships with customers / distributors to ensure their success utilizing Abbott products and services.
• Provide effective problem resolution assistance to customers / distributors.
• Coordinate new installations and participate in large-scale installations that require facility inspections and instrument verification.
• Responsible for instrument refresh program within APAC and manage the Singapore Abbott training center, ensure compliant with quality, regulatory and business rules.
• Drive business of escalation support and coordinate resources to provide timely resolution of customer complaints.
• Partner with territory country managers to coordinate new system placements, promote upgrades and timely contract renewals.
• Demonstrate technical competence while installing, deinstalling, upgrading hardware or software, repairing, and performing preventative maintenance for Abbott products in a defined territory.
• Troubleshoot instrument system problems through Abbottlink, telephone support, log file reading, or on-site client visitations.
• Utilize and maintain up to date service documents, ticketing via CMSNext, field service bulletins, SOP’s and facilitate remote connectivity to customer instrumentation.
• Maintain proper inventory levels and control accuracy of service parts to promote first-time fix.
• Remain compliant with administrative responsibilities and business expectations.
• Comply with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met.
• Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures, and work practices with the intent of preventing or minimizing accidental exposures to self, colleagues and / or the environment.

Requirements:

• Diploma/Bachelor's Degree in Engineering
• 3-5 years of field/technical/customer service engineering experience in diagnostics/medical devices/scientific/semi-con industry preferred
• Fresh graduates are also welcomed to apply
• Good knowledge of IT networking concepts with experience and engineering knowledge
• Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.
• Ability to understand and troubleshoot software-based PC programs.
• Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.
• Willing to travel to customer / distributor sites more than 60% of the time (locally/regionally)
• Able and willing to work overtime to provide critical ad-hoc onsite support internationally and domestically where required after-hours
• Excellent communication skills – including both verbal and written
• Ability to work independently with minimal supervision
• Preferred: Possess a valid Driving License

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

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

AMD Molecular

        

LOCATION:

Singapore > Singapore : DUO Tower

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 25 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)