Technical Support Specialist - Core Lab (Remote: Toronto)

About Abbott

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.  

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.  We invest in the development of our employees through training and growth opportunities.

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

• We foster an environment where every voice is heard and valued.

The Opportunity

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. The Technical Support Specialist, Field Service (TSS) performs installations, emergency repairs, and preventative maintenance of Abbott Diagnostics Division instrumentation.

What You’ll Do

• Perform emergency repair, preventative maintenance, installation and product updates at customer site.

• Establish and sustain active communication link with Canada Technical Support Center personnel and provide daily support for all territories as required.

• Provide comprehensive support for the sales organization’s efforts to include - but not limited to - repair and maintenance of demonstration equipment.

• Perform modification and engineering updates at customer site.

• Adhere to operating procedures.

• Manage assigned spare parts at the appropriate inventory levels. Manage TSS  Kits and individual spare parts inventory.

• Prepare detailed documentation of each service call, utilizing the assigned laptop computer.

• Complete service documentation and reports (service tickets, expense reports, inventory records, contract follow-up, reports, etc.) in accordance with Abbott policies and procedures.

• Provide training of customers on proper operation of Abbott instrumentation on site, as required.

• Sell Abbott consumable supplies.

• Create and perform Customer Service Business reviews as required.

• Recommend performance improvement strategies for territory.

• Communicate with Sales Ambassador any concerns or recommendations.

• Develop Achieving Service Excellence as per Core Lab Guidelines.

• Properly maintaining documentation records using CMS Next

• Monitor KPI’s.

• Evening shift 4:00 pm to 12:00 am, Monday - Friday.

Required Qualifications

• Bachelor’s degree or CEGEP, three years (technical) with equivalent relevant experience required. Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred. Practical experience of interfacing with customers preferred.

• 1 to 3 years of experience.

• Be willing to work unscheduled overtime and travel, as required.

• Participate in scheduled “on call” rotation for after-hours coverage, including after hours, weekend and holiday Technical Support Hotline.

• Requires lifting and transportation of laptop computer; service tools; test equipment; and service part kits, as required.

• Requires some lifting and relocation of Abbott instrumentation during installations and / or routine service calls.

• Requires substantial travel, including air travel.

• Excellent communication and troubleshooting skills.

• Ability to work independently.

• Ability to take key actions and demonstrate behavioral anchors that support all Abbott Core Competencies.

• Trouble shooting/problem solving, ability to succeed in team situations and excel independently, computer skills (Word, Excel, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills.

• English skills (written and oral).

• Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional, forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.

• Travel: Up to 25%

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.  Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

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