[Hiring] Field Service Engineer I @Abbott

Role Description

This position is remote, based in Nashville, TN. Must have a Valid Driver’s License. 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.
• Troubleshooting and resolving 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.
• Time, territory, and inventory management.
• Standby and after-hours responsibilities.
• Flexible working hours and unpredictable travel.
• 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 handoff takes place.
• Superior technical competency and 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 effective communication skills.
• Delight customers by providing support including installation, Preventive Maintenance, Technical Service Bulletins, and repair.
• Partner cross-functionally and internally while maintaining positive relationships.
• 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.
• Represent Abbott Diagnostics to assigned customers in a professional, forthright, and ethical manner.
• 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.

Qualifications

• Bachelor’s degree or equivalent relevant experience required.
• Travel up to 90%.

Requirements

• Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology preferred.
• Practical experience interfacing with customers.
• Troubleshooting/problem-solving skills.
• 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 strong interpersonal skills.

Benefits

• Career development with an international company.
• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement and education benefits.
• A company recognized as a great place to work in dozens of countries.
• A company recognized as one of the best big companies to work for as well as a best place to work for diversity.