The Informatics Technical Service Specialist is responsible for driving the IT implementation and providing 3rd Level support for Abbott Diagnostics laboratory software solutions, delivering excellent technical professional service and training, providing expert application knowledge, and expanding Abbott Core Diagnostic business by developing existing customer accounts.
Major Accountabilities
Ensures that all activities are performed in compliance with quality system requirements.
Work closely with Core Diagnostic regional / local sales teams and Informatics Sales colleagues to develop and profitably grow existing customer accounts.
Build sustainable customer relationships and leverage them to grow Core Diagnostic share.
Ensure all IT implementation projects are delivered and executed as per Statement of work.
Assist in the preparation of statement of work documents, ensuring all relevant information is captured.
Specify the appropriate hardware solution for Core Diagnostic IT solutions and where appropriate liaise with third party IT hardware providers.
Perform software-related installation, configuration and validation processes.
Deliver structured software application product training to the end user.
Provide comprehensive support for entire IT solution.
Optimize Core Diagnostic IT solutions and products as well as quality of service.
Support post-sales IT activities and provide expert knowledge.
Support the procurement process by providing technical information.
Success in this role is measured by customer satisfaction score (NPS), service level achievement, economic profitability, sales quota achievement (value
expansion of existing customers).
Provide 3rd level escalation support.
Education
Bachelor’s degree or equivalent experience required. Bachelor’s degree in medical, life sciences or medical technology is preferred.
Background
Minimum of 4 years track record in Healthcare with an emphasis on customer facing post-sales IT support.
Proven track record in a similar position supported by management and customer references.
Strong managerial and leadership skills.
Excellent IT functional expertise, IT product and industry knowledge in Laboratory Medicine.
Good relationship building skills.
Service-driven, commercially-minded.
Must be team orientated, analytical, highly organized.
Excellent communication, interpersonal and influencing skills.
Ability to identify and drive resolution of issues, excellent problem solving skills.
Willingness to work in cross-functional teams.
Candidates must be fluent in local language and English.
The position requires the willingness to travel on a frequent basis, i.e. on average three days per week.
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Support ServicesDIVISION:CRLB Core LabLOCATION:Pakistan > Karachi : Opp: Radio Pakistan Transmission, Hyderabad Road, LandhiADDITIONAL LOCATIONS:WORK SHIFT:StandardTRAVEL:Yes, 15 % of the TimeMEDICAL SURVEILLANCE:NoSIGNIFICANT WORK ACTIVITIES:Not Applicable
