About the Role
As a Technical Service Specialist in the Diagnostics Division, you will be engaged in installations, maintenance, and troubleshooting of ADD instruments, focusing on customer satisfaction in the UAE. This position emphasizes proactive problem-solving and project management within a defined territory. You will represent the company professionally while working to develop and maintain strong customer relationships.
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Responsibilities
- Perform installation, maintenance, and troubleshooting of ADD instruments.
- Address minor reagent issues and customer satisfaction concerns.
- Take on additional projects as requested by the Service Manager within and outside the region.
- Demonstrate knowledge of Biomedical Instruments and their functionalities.
- Achieve assigned Service Sales Targets.
- Represent the company positively to uphold customer relationships.
- Support colleagues cross-functionally when needed through consultation and coaching.
- Perform emergency repairs and preventative maintenance at customer sites.
- Conduct modifications and engineering updates on-site.
- Provide customer instructions for changing instrument parts and applying instrument-related software.
- Prioritize service calls and prepare detailed documentation for each service call.
- Sell service agreements and renewals.
- Troubleshoot issues related to the instrument, the operator, and applications.
- Identify sources of customer dissatisfaction and implement corrective actions.
- Manage spare parts usage and inventory according to company standards.
- Create ideas and action plans to improve the Service department and customer satisfaction.
- Utilize Active Sense Technology tools to enhance productivity and efficiency.
- Ensure compliance with quality system requirements.
General Responsibilities
- Adhere to company policies and procedures while maintaining quality ethics.
Accountability
- Impact customer satisfaction with the company products through effective communication with users.
Drive for Results
- Set and achieve higher goals with a focus on performance indicators.
Innovation
- Foster innovative ideas and programs to enhance customer satisfaction and departmental effectiveness.
Teamwork
- Collaborate to create a positive teamwork environment within the Service Department, and with Sales and Marketing, to meet company goals.
Requirements
- Bachelor’s Degree in Biomedical Engineering.
- 5-10 years of relevant experience (experience with the company Instruments is an advantage).
- Familiarity with troubleshooting and customer interaction.
- Knowledge of the diagnostics market, along with electronic, mechanical, and chemical fundamentals.
- Demonstrated success in a similar role with management and customer references.
- Proven engagement skills with customers, particularly stakeholders and lab staff.
- Strong experience in service delivery and business function processes.
- Excellent communication, coaching, and training skills.
- Proficiency in analytical tools and software.
Location and Travel
- This position is based in Abu Dhabi, UAE, at the Abu Dhabi Islamic Bank Building.
- Travel requirements are not specified.
Work Shift
Compensation
- The base pay for this position is not applicable at this time. Pay range may vary by location.
