[Hiring] Field Service Engineer @Abbott Laboratories

Role Description

This position is a remote position. Qualified candidates must currently live in the Hudson, NY area. Travel up towards 30%. 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.

• Represent Abbott Diagnostic Division to its customers.
• Responsible for providing on-site support to ADD customers.
• Support field personnel and District business objectives and goals.
• Provide direction and develop mentoring skills to mentor other FSRs.
• Troubleshoot and resolve complaints reported by customers on a minimum of five increasingly complex instruments.
• Understand and follow 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.
• Work effectively within a diverse and dynamic team environment.
• Support on-call rotation.
• Manage time, territory, and inventory.
• Standby and after-hours responsibilities.
• Travel for support of other territories and training.
• Provide on-site critical account support inside and outside of district boundaries.
• Responsible for IRL ownership to achieve organizational goals and customer satisfaction.
• Work cross-functionally to achieve customer satisfaction through direct communication within local performance partnership teams (P2T).
• Maintain ownership of customer issues until successful escalation or handoff takes place.
• Implement and maintain the effectiveness of the quality system.
• Provide superior customer service through effective communication skills to build loyalty while proactively managing and resolving high-stress situations.
• Delight customers by providing support including installation, preventive maintenance, technical service bulletins, and repair.
• Partner cross-functionally and internally while maintaining positive relationships to ensure issues are resolved efficiently and satisfactorily.
• Successfully achieve 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 uptime.
• Proactively improve expertise through continuous learning and certifications.
• Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional manner.

Qualifications

• Bachelor’s degree or equivalent relevant experience required.
• Travel up towards 30%.

Requirements

• Bachelors/Engineering Degree in Biomedical/Electrical/Mechanical or Medical Technology preferred.
• Practical experience of interfacing with customers.
• Troubleshooting/problem solving abilities.
• Ability to succeed in team situations and excel independently.
• Computer skills (Word, Excel, PowerPoint, Internet, Remote Computing i.e. VPN, remote troubleshooting, etc.).
• Effective communication skills and strongly demonstrated interpersonal skills.

Benefits

• A fast-paced work environment where your safety is our priority.
• Production areas that are clean, well-lit, and temperature-controlled.
• Training and career development, with onboarding programs for new employees and tuition assistance.
• Financial security through competitive compensation, incentives, and retirement plans.
• Health care and well-being programs including medical, dental, vision, wellness, and occupational health programs.
• Paid time off.
• 401(k) retirement savings with a generous company match.
• The stability of a company with a record of strong financial performance and a history of being actively involved in local communities.