Informatics Technical Service Specialist (Core Diagnostics - Based in Hanoi)
AbbottHanoiUpdate time: February 4,2022
Job Description
Key Decision Rights:
Drive the IT implementation for Abbott Diagnostics laboratory software solutions and related professional services and generate new business by developing existing customer accounts. Support the organisation in driving customer satisfaction through the delivery of excellent post-sales support and the continuous application of product updates and improvements. Provide expert application knowledge and external training programmes.
Major Responsibilities
•Ensures all IT projects are delivered and executed as per Statement of work (SOW) to meet the customer expectation and vision
•Assists in the preparation of statement of work documents, ensures that all relevant information is recorded
•Specifies the appropriate hardware solution for our IT solutions and where appropriate liaises with third party IT hardware providers
•Performs initial workflow analysis prior to onsite deployment activities
•Performs the software installation and configuration (including OS, application and database)
•Delivers structured software application product training to the end user
•Provides comprehensive support for all entire IT solution. Support may be delivered by telephone, remote access or on-site
•Achieves consistent high level of customer satisfaction as measured by NPS
•Supports the sales team to manage all post-sales IT activities and provide expert knowledge
•Maintain and develop new business with existing customers throughout their contract by optimising our IT products and quality of service
•Use customer contact activities tools and systems, and update relevant information held in these systems
•Supports the commercial procurement process by assisting in the provision of technical information and responses
Knowledge, Skills and Abilities
·Clearly comprehends the role of IT in Laboratory Medicine
·Excellent interpersonal and influencing skills
·Willingness to work in cross-functional teams
·Actively seeks to understand customers circumstances, problems, expectations and needs
·Demonstrable track record in a customer facing post-sales support role Ideally he/she will have a minimum of 4+ years appropriate experience
·Must be team orientated, analytical, highly organised, good communicator with high level problem solving skills.
·Excellent communication skills. Ability to adapt to change.
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