Technical Service Specialist

The Technical Service Specialist role within the Core Diagnostics division is based in Islamabad and focuses on delivering high-quality technical support and maintenance services. This position involves performing planned maintenance, hardware and software upgrades, and providing first-line service support. The specialist will also assist with the installation and deinstallation of diagnostic instruments, ensuring smooth operation and customer satisfaction throughout the service lifecycle.

Key Responsibilities:
- Provide first-line service interventions to customers, typically requiring less than four hours of labor.
- Schedule and execute planned and predictive maintenance activities to ensure optimal instrument performance.
- Perform and document hardware and software updates, including Technical Service Bulletins (TSBs).
- Assist with the installation and deinstallation of diagnostic instruments.
- Maintain high customer satisfaction, measured through Net Promoter Score (NPS) and service key performance indicators.
- Contribute to economic growth and profitability within the assigned district.
- Travel within the designated service area as required to support customer needs.

Required Qualifications:
- Bachelor’s degree, preferably in Biomedical, Electrical, or Mechanical Engineering.
- A minimum of 4-5 years of relevant experience in a similar technical service role.
- Proven track record supported by management and customer references demonstrating successful customer engagement, particularly with laboratory staff.
- Technical expertise with responsibility for a specific product line.
- Strong problem-solving skills with the ability to identify and drive resolution of technical issues.
- Proficiency in using analytical tools and software relevant to diagnostics and maintenance.
- Computer literacy including word processing, spreadsheet, and database management applications.
- Excellent communication skills, both verbal and written, to effectively interact with customers and internal teams.

This role offers the opportunity to work closely with advanced diagnostic technologies while contributing to customer satisfaction and operational excellence. The position requires a proactive individual capable of managing technical challenges and fostering strong customer relationships within the healthcare diagnostics environment.