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Technical Consultant, Eastern Europe, Middle East and Africa

4 months ago

Cairo, Cairo, Egypt Abbott Laboratories Full time

Job Title

Technical Consultant, Eastern Europe, Middle East and Africa (EEMEA)

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.
  • 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.

The Opportunity

This position works out of our Egypt Affiliate in the rapid diagnostics division. In this division our rapid diagnostics solutions are helping address some of the world's greatest healthcare challenges. 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. Our Point of Care diagnostic portfolio spans key heath and therapeutic areas, including infections disease, cardiometabolic, informatics and toxicology.

Main Purpose of the role

As the Technical Consultant, Eastern Europe, Middle East and Africa (EEMEA), you'll Plan, direct, and monitor all supply and logistics activities to ensure a cost-effective flow of merchandise from suppliers to customers.

You will manage the field-based technical service needs of ARDx Cardio in a defined geographical region, this includes performing in-services for identified products, retention calls to end-user customer, building technical rapport with key customers, interaction with sales staff and distribution partners and conducting evaluations and troubleshooting as required. This position is also responsible for retaining at-risk customers, maintenance of established accounts, and contributing to the growth of existing accounts. Overall, the role should be to optimize the customer experience across the customer journey, with a focus on product and service uptime and availability.

The primary goals are:

  • To optimize instrument operability and "uptime" through technical consultancy and service
  • Maximize test usage volumes amongst the user base
  • Ensure that the customer experience is exemplary
  • Adhere fully to compliance and regulatory expectations

What You'll Do

  • Manage day-to-day supply and logistics activities to maximize the efficiency, reliability, timeliness, and cost effectiveness
    of the organization's supply chain.
  • Activities may include materials planning and control, procurement, inventory management, storage, warehousing,
    logistics, transport and distribution.
  • Develop and implement schedules and procedures.
  • Allocate resources to meet targets in areas such as transit and delivery times; inventory levels; purchasing, warehousing,
    and storage costs; and service standards.
  • Liaise with functional and operational area managers (e.g., in customer service, sales and production planning) to ensure
    supply activities are integrated with other parts of the business.
  • Select and manage ongoing relationships with major suppliers, vendors, or sub-contractors to minimize costs and ensure
    satisfactory standards of service.
  • Lead, direct, evaluate, and develop staff to ensure resources are used effectively and work schedules and targets are met.
  • The Technical Consultant demonstrates the ability to manage customer support needs within assigned territories. TC works with Technical Services to improve customer relations and resolve issues in a timely manner. Focuses on customer retention and performs Key Account Wellness Checks (or similar) within the assigned timeframes as guided by Commercial leadership in the region.
  • Serve as the expert in the technical aspects of the Cardiometabolic Point-of-Care device portfolio – instrumentation, tests and device connectivity into the HIS/LIS
  • Maintain a strong Customer 360 orientation and seek to improve their experience across the customer journey by being solutions-focused and having a strong willingness to make improvements within one's own scope of responsibility
  • Establish relationship with end-user accounts in the territory. Assess training and support needs of each new and existing end-user customer. Decide on suitable training style tailored to account's individual needs.
  • Conduct New Customer Onboarding via remote or face-to-face means to ensure each new customer is fully training and signed off. Refresher training may also be required for existing customers.
  • CRM maintenance - maintain an updated SFDC ) calendar, acknowledgement of new Field Service Requests (FSRs), update FSRs, close FSRs, timely documentation of all account field activity
  • Collaborate closely Technical Support and the end user in troubleshooting of all the assigned products.
  • Assist with evaluations tailored to customer-specific requirements.
  • Provide assistance to accounts to ensure regulatory compliance and good POCT practice.
  • Identify opportunities to up sell in an account actively pursue opportunities to position new products to customers and/or drive utilization within accounts. Take necessary steps with the respective sales counterpart to ensure up selling occurs, e.g. product demonstration, training, and/or coordination with Sales staff/distribution partner representatives.
  • Manage travel within territory to control travel expenses.
  • Ensure there is rigorous adherence to, and championing of, quality and compliance standards in how we approach quality of our products and interactions with our customer base
  • Attend and participate in company and professional meetings, including conference and webinar calls
  • Perform other duties & projects as assigned.
  • Requires a minimum of 50% travel, and may average as much as 75% travel, occasionally with less than a week's notice.

Required Qualifications

  • BS/BA degree in Medical Technology or comparable discipline
  • 3-5 Years Successful Track Record in technical/medical consultant role
  • Strong understanding of laboratory practices
  • Strong knowledge of clinic or GP market.
  • Intuitive personality with CAN DO attitude
  • Excellent English written and verbal communications skills
  • Commercial acumen
  • Strong interpersonal & presentation skills.
  • Self-motivation and self-directed

Preferred Qualifications

  • Entrepreneurial drive, in a matrix, changing environment.
  • Strong customer orientation
  • Positive forward thinking, and a champion for navigating in unchartered territories
  • Advocate of a hands-on approach without blaming others
  • The ability to work in a matrix organization and influence without authority or internal staff. Strong customer service orientation
  • High level of communication skills necessary to represent Abbott to accounts, describe product features and advantages
  • Internal Contacts: Sales, Marketing, and Customer Service departments in order to coordinate and follow up on sales, identify leads, and resolve problems.
  • External Contacts: Current and potential customers to conduct formal presentations, resolve issues/ trouble shoot and support sales and marketing.
  • Self-motivation and discipline are key in this role

Apply Now

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.

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