JOB DESCRIPTION: About Abbott
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Position: Technical Support Coordinator (Spain & Italy)
Department: AV Capital Equipment Service EMEA HQ
Reporting relationship: Regional Service Leader
Essential job Responsibilities: 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.
Knowledge & Skills Required competencies: 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.
Educational requirements: Bachelor's Degree in technical field or equivalent experience (emphasis on electrical or hardware engineering preferred).
Alternatively, a bachelor's degree in Business Administration or equivalent with proven technical experience can be used.
Experience: 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 systems 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.
Specific requirements: Experience on SMAX or SAP will be appreciated.
Location: Northwestern Spain & Italy
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The base pay for this position is: N/A.
In specific locations, the pay range may vary from the range posted.
JOB FAMILY: Field Services DIVISION: AVD Vascular LOCATION: Italy > Rome : Via Giorgio Ribotta 9 ADDITIONAL LOCATIONS: Spain > Madrid : Quintanavides WORK SHIFT: Standard TRAVEL: Yes, 50 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable
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