Field Service Engineer

Abbott Diagnostic Services Representative

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 114,000 colleagues serve people in more than 160 countries.

At Abbott, you can do work that matters, grow, learn, care for yourself and your family, be your true self, and live a full life. You'll also have access to:

• Career development with an international company where you can grow the career you dream of.
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement, the student debt program, and an affordable and convenient path to getting a bachelor's degree.
• 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 is remote, with 75% of travel within the territory.
• Qualified candidates must currently live in the area.
• Relocation assistance is not authorized for this position

Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. Efficiently provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance. Go above and beyond to respond to customer needs by partnering with sales, marketing, and other functional areas while adhering to current compliance guidelines.

What You'll Work On

• Represent the Abbott Diagnostic Division to its customers:
• Responsible for providing on-site support to ADD customers
• Support field personal and District business objectives and goals
• Provide direction and develop mentoring skills to mentor
• other FSRs
• Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments, as detailed in the Field Service Business Process database
• Understand and follow the Quality System by accurate and timely documentation of complaint resolution
• Understand and practice regulatory and compliance procedures
• Maintain a safe work environment following laboratory safety guidelines
• Schedule and complete routine preventive maintenance, installations, and other updates provided by Abbott.

Integrate effectively into the service team:

• Work effectively within a diverse and dynamic team environment
• Support for call rotation
• Time, territory, and inventory management
• Standby and after-hours responsibilities
• Flexible working hours
• Unpredictable Travel
• Travel for the support of other territories and training
• Providing on-site critical account support inside and outside of district boundaries.

Responsible for IRL ownership to achieve organizational goals and customer satisfaction.

Responsible for working cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).

Responsible for maintaining ownership of customer issues until successful escalation or hand-off takes place.

In addition to this position requires:

• Superior technical competency
• Pro-Active Account Management
• Complete instrument training across geographical IRL.
• Responsible for implementing and maintaining the effectiveness of the quality system.
• Provide superior customer service; through applying effective communication skills in order to build loyalty while proactively managing and resolving high-stress situations
• Delight our customers by providing support including installation; Preventive Maintenance; Technical
• Service Bulletins and repair by documenting; following-up; and closing calls as per Abbott Diagnostics quality system
• Partner cross-functionally and internally while maintaining positive relationships and ensure issues are resolved efficiently and satisfactorily while exceeding customer needs
• Successfully achieve the established business metrics including service sales, cost of service and key performance indicators for assigned customers/accounts
• Champion utilization of remote support tools to proactively improve instrument up time
• Proactively improve expertise through continuous learning and certifications

• Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional, forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.
• Must be able to influence other areas to achieve business goals

Required Qualifications:

• Bachelor's degree.
• Travel 20% to 30%.

Preferred Qualifications:

• Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology.
• Practical experience of interfacing with customers.

Additional Skills:

• Trouble shooting/problem solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills.

The base pay for this position is $22.15 $44.35 per hour. In specific locations, the pay range may vary from the range posted.