Job Reference : JC/10825/2010

Position Type : Permanent

Market Sector : Health & Social Care, Practitioner & Technician

Start Date 17 November 2010

End Date : 27 November 2010

Location : Delhi, Delhi

Salary : Rs500,000 – Rs900,000 per year

Contact :

neha.shah, Ma Foi Randstad, India


Primary Objective of Position

Prepare for the technical launch of the Abbott Molecular PLEX-ID a complex and highly innovative new product and system.

Responsible for Abbott Molecular IBIS and Pre-Analytical Systems – Hardware and Software support.

Provide primary service and support to the India territory and secondary support to EMEA. Install, implement and support the first Abbott Molecular Plex-ID and Pre-Analytical Systems in India and EMEA.

Additional responsibilities include working through technical questions, troubleshooting and resolving technical issues, and helping address any specific needs surfaced by local customers in India

Must be very well organized and have intimate knowledge of the product.

Must be able to clearly articulate thoughts and ideas to both internal and external customers.

Must be responsive to questions, issues, and needs in a timely manner. It is important for this individual to have a strategic understanding of the Plex-ID product and help drive additional enhancements and improvements into the product through regular contact with the AM Service Manager, GSS, and the Area.

–         Monitors and reports regularly to the Abbott Molecular Service Manager, EMEA & India field service issues in the defined territory.

Major Accountabilities

Prepare for the technical launch of the Abbott Molecular PLEX-ID a complex and highly innovative new product and system

Provide primary service and support for Abbott Molecular PLEX-IDand Pre-Analytical Systems to the India territory and secondary support to EMEA

Install, implement and support the first Abbott Molecular PLEX-ID and Pre-Analytical Systems

Provide telephone, email and on-site support to Third Party engineers and customers for installations, back-up support and escalating problems

Assists local Application/Sales/Marketing team

Supports AM Service Manager financial strategies through shared impact goals to reduce FSS service call intervention; increase first time call resolution rate; call closure and retrofit completion.

Responsible for PLEX-ID spare part kit and warehouse inventory management in area of responsibility

Responsible to assure consistent Abbott Molecular field service support for our customers in the specified territory

Assists AM Service Manager to evaluate service metrics reports and formulate action plans

Assists AM Service Manager in the planning and execution of all Technical Service Bulletins (TSBs and Instrument Service Advisory (ISAs).

Actively participates to Abbott Molecular conference calls, workshops and service summits to share knowledge and best practice

Reports Monthly Highlights to the AM Service Manager

Represents Abbott in a professional manner at all times to develop and preserve a favourable customer relationship thereby achieving customer satisfaction


University degree or qualification in Electronic/Mechanical engineering, Biomedical engineering, or related sciences

Additional knowledge of or experience with Mass Spectrometry (ESI-TOF) for the detection and identification of infectious organisms or similar applications would be highly desirable


–         Knowledge of regulations and standards affecting IVDs and Biologic.

–         Minimum of 2 years experience of Customer Service Operations.

–         Knowledge of the Molecular diagnostic market.

–         Planning & analytical skills.

–         Administrative & documentation skills.

–         Communication & presentation skills.

–         Interpersonal relations and personal adaptability.

–         Innovation & logical thinking.

–         Attention to detail.

–         Customer focus.

–         Must be a team player.

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