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Offers “Abbott”

days ago Abbott

Capital Equipment Technical Support

  • Internship
  • Diegem ( Halle-Vilvoorde )
  • Energy / Materials / Mechanics

Job description

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. With a portfolio of leading, science-based offerings in diagnostics, medical devices, nutritionals and branded generic pharmaceuticals, Abbott serves people in more than 130 countries and employs approximately 100,000 people.

We are recruiting for a full time Capital Equipment Technical Support to be based in our offices in Diegem .

PURPOSE OF THE JOB:

  • Responsible for the front and back office administrative and logistical support for the Capital Equipment Service Team. The team is responsible for installation, upgrading, repair and preventive maintenance of all capital equipment part of Abbott's product portfolio in compliance with Abbott Business code of conduct, Regulatory and Quality policies and procedures.
  • Provides Tier 1 Technical Support for the company’s capital equipment systems to customers and internal staff by: opening a case for each technical support request, providing Level 1 support, qualifying the case, close follow up on open cases until resolving and escalating to the tier 2 team, when required. Efficiently and effectively partners with field services personnel in matters requiring on-site service including parts order requests. Instructing local customer service and service dispatch on parts requirements and field service needs. This support is only remote but sometimes it will be necessary to visit the client with one engineer to maintain technical knowledge (it may be once or twice a quarter), all these actions are recognized for this position.

MAJOR RESPONSIBILITIES:

  • Become the Front-office contact person for Capital Equipment. Handling incoming calls by phone and mail for external and internal customers. Performs administrative and incidental administrative functions such as preparing correspondence, answering telephones, maintaining electronic files and supplies, keeping appointment calendar, compiling and preparing regular and special reports, and other tasks as necessary
  • Answers internal and external technical questions via phone, email, and remotely via networking. Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure. Provide feedback to customer or Abbott personnel involved. Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system.
  • Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost-efficient means for resolution. Determines if and when to deploy field service support and/or equipment to customer location.
  • Escalates complex cases to Tier 2 Technical Support.
  • Documents, updates, and completes all calls in the appropriate call support system.
  • Sends repair / replacement parts to customers and creates field service work orders when appropriate
  • Managing order processing for all servicing related activities.
  • Assist in planning the EMEA Capital Equipment team members for optimal scheduling of field interventions.
    • Non-planned cases (Break/fix):
      • Create Cases for any query in the field
      • Assign Work Orders and schedule dispatch of Field Service personnel
      • Manage break/fix parts orders and follow-up on delivery
      • Close cases when all WO’s are completed
    • Planned Cases:
      • Create Cases and create Work Orders
      • Assign Work Orders and schedule dispatch of Field Service personnel
      • Manage installation parts and follow on delivery
      • Coordination installation dates
      • Creating intervention lists supporting pro-active scheduling for STK and preventive maintenance for the Capital Install Base
      • Close cases when all WO’s are completed
  • Assist in administrative follow-up and documenting field service interventions per QA system requirements
    • Invoicing all type of Capital Equipment orders including service contracts
    • Update and maintain install base including device location
    • Archiving service records from Field Service personal
    • Uploading and archiving service records from 3rd party service providers
  • Assist in Capital Equipment customer service tasks:
    • Creating loan agreements, service contracts
    • Follow-up of the acceptance agreements and monthly reporting to finance and sales
    • Management of the demo systems
  • Ensures human capital utilization is balanced in the most cost-effective manner in accordance with established budgets, policies, procedures and quality standards.
  • Facilitates general inter-departmental communications and interfacing, mainly with the Global Capital Service team.
  • Provide support for In-House training courses and congresses
  • May provide training and orientation to new staff.
  • Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of SJM capital equipment products.
  • Represents Technical Services in areas related to the quality system at product division levels in complaint handling, failure investigation, trend analysis, and tracking of quality actions in compliance with plans
  • Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements,
  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
  • Performs other related duties and responsibilities, on occasion, as assigned
  • Completes special assignments and projects as required

EDUCATION & COMPETENCIES:

  • Bachelor's Degree in technical field or equivalent experience (emphasis on electrical or hardware engineering preferred). Alternative a bachelor’s degree in Business Administration or equivalent with proven technical experience can be used.
  • A minimum of four plus years of progressively more responsible business administrative experience is required and 2 or more years of experience in working with medical systems is preferred. Previous experience in scheduling tasks and people by using any kind scheduling software is desired.
  • Requires a demonstrated knowledge of the practices and procedures of the function, company products, policies and programs.
  • Experience developing, implementing, capital service processed is a plus
  • Knowledge of warehouse executions is a plus
  • Strong verbal and written interpersonal, communication & organizational skills with ability to effectively communicate at multiple levels in the organization.
  • Some analytical ability, originality and/or ingenuity required.
  • Strong organizational and follow-up skills, as well as attention to detail
  • Experience working in a broader enterprise/cross-division business unit model preferred.
  • Ability to work in a highly matrixed and geographically diverse business environment.
  • Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
  • English is a must, any additional European languages is a plus
  • Computer skills: MSOffice, SAP, is desired
  • Ability to be flexible and respond to situations at short notice
  • Multitasks, prioritizes and meets deadlines in timely manner
  • Ability to work with little supervision within a team and as an individual contributor in a fast-paced, changing environment.
  • Ability to leverage and/or engage others to accomplish projects
  • Ability to maintain regular and predictable attendance.
  • Ability to travel approximately 10%, including internationally for training purposes.
  • Meet and exceed customer expectations by striving for the greatest possible reliability and quality in our products, processes and systems through accountable, competent, and professional support.
  • Requires occasional lifting of products and material related to installation of the systems
  • Familiarity with cathlab and operating room procedures and protocol would be a plus
  • Experience with medical devices and software based medical system would be a plus
  • Natural abilities
  • Ability to be flexible and respond to situations at short notice
  • Able to work independently in a fast environment with little supervision

Visit Abbott at https://www.jobs.abbott/us/en/belgium // www.abbott.com and connect with us on Twitter at @AbbottNews.

JOB FAMILY:

Field Services

DIVISION:

AVD Vascular

LOCATION:

Belgium > Diegem : Building B

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable