Technical Service & Application Specialist – Abbott Molecular - Không yêu cầu kinh nghiệm

• Assist with interfacing between the field organization and internal support structure by providing timely onsite technical assistance to customers, distributors, field application specialists and territory country managers.
• Provide on demand field service support to customers / distributors. Coordinate and prioritize service requests to establish best intervention method and ensure customers / distributor satisfaction.
• Introduce Molecular Diagnostics Instruments and assays to both internal and external customers. Plan and conduct customer training at customer sites or in Abbott training facilities according to standards.
• Support Sales and Marketing organization by providing pre-sales demonstrations of MDx systems, assay and applications; and provide technical details and input prior, during and after sales call.
• Support User Group Meetings, congresses and exhibitions by providing product demonstrations , presentations and additional activities as required.
• Manage complaints, coordinate all required activities to resolve customer matters and meet expectations. Provide necessary information and data, and proper documentation of customer complaints in Abbott Call Management System (CMSNext)
• Escalate system or assay failures to the next level of support (APAC Support/Service Manager/ GSS) and provide all relevant data describing failure conditions to facilitate quick resolution of problem and continuous improvement product and services.
• Build relationship with customers in South Asia and serve an active role in facilitating communication between Molecular Support Organization and partners. Partner with territory country managers to coordinate new system placements, promote upgrades and timely contract renewals.
• Ensure full compliance to Abbott Molecular Diagnostics Quality and Regulatory Procedures. Meet the timeline and goals for complaint registration and investigation as well as compliant closure as defined by QA and Service/ Support Management. Timely completion of training requirement in Pilgrim SmartSolve.
• Responsible for Field Action Execution for South Asia and remain compliant with administrative responsibilities and business expectations.
• Share information, knowledge and experience with all members of the Molecular Support Organization, contribute to building and maintenance of high expertise level. Utilize and maintain up to date service documents, field service bulletins, SOP’s and facilitate remote connectivity to customer instrumentation.

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