Engineer Informatics Impl & Support

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

This is a Service Professional position in the Abbott Diagnostics division that is responsible for implementation; support; and consultation for laboratory informatics product and service offerings in ADD. The resource will apply their technical knowledge and interact with customers' laboratory and IT personnel to perform installation and provide support as well as consulting services to ensure ongoing customer satisfaction for global clinical diagnostic healthcare customers.

Responsible for implementing and maintaining the effectiveness of the quality system. They will provide service and support for both in-house teams (e.g. Division level Marketing and R&D) as well as field-based employees (e.g. Sales and Field Service). The Service Professional will play the following roles:

1. On-site implementation of Informatics products and services: In this role; the service professional serves as a implementation professional and executing all on-site laboratory informatics implementation activities. Service professional will also support country/area level organizations to deliver similar product and services in their region. Implementation & Support responsibilities will include but not limited to: · Work with cross-functional teams to propose; recommend and deploy implementation scenarios based on customer requirements.

• Develop internal and customer facing technical training material as well as deliver training to the customers in the use of laboratory informatics products and service offerings.
• Design; develop; and populate global best-practice knowledgebase for informatics implementation and support services.
• The Service Professional will need to deploy custom tailored solutions based on the unique needs and circumstances of each customer. In this role as a consultant; they will visit customer sites to recommend and implement intensive product installation and consulting projects.
• Perform AlinIQ IMS installation and support to automated laboratory operations.
• Use RFID knowledge to implement and support effective RFID based solution.
• Support customer in timely manner.
• Apply technical knowledge and interact with customers, laboratories and IT personnel to design and implement effective RFID solutions.
• Excellent team member good communication skills, ability to work independently on multiple projects.

2. Technical Service and Support: Abbott External Customers: The Service Professional will also play a vital role in problem solving and troubleshooting customer issues and provide level II service and support in resolving informatics product issues. Abbott Internal Customer: The Service Professional will play a vital role in providing pre and post implementation support to the field implementation personnel; known as ITSs (Informatics Technical Specialists). The professional will measure and publish service effectiveness metrics and implement continues improvement processes. The candidate will play a lead role in developing documentation and processes in releasing new products and services.

This position reports to Global Service Ops. Manager and has direct impact on the ability of the organization to meet short and long term profitability and customer satisfaction of ADD. The candidate is accountable for installing; training and supporting informatics products and services to customer's satisfaction and enabling Abbott Area service personnel do the same.

Educational Requirements · Must have Bachelor's degree in IT/Biology/Chemistry/MIS. Masters degree a plus. · Must have formal education or certification in IT Any education in medical laboratory technology along with formal degree in IT is an ideal combination for this position.

Preferred requirement:

• Minimum of 5-8 years IT implementation and support experience of which at least 3 years in the Healthcare IT field desirable
• Strong knowledge on SQL & Oracle databases
• Strong knowledge of RFID concept and implementation
• Strong familiarity with Laboratory workflow and operations
• Experience with Abbott's diagnostic instrumentation and automation systems. · Proficiency in system IT architecture and networking concepts.
• Experience in providing different levels of product support The ideal candidate will have excellent communication skills. This position will require significant interaction with field personnel and customers. Other competencies such as the ability to work in team-oriented environments; adaptability and high initiative are also critical.

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