[Hiring] Field Service Engineer (Transfusion Service Ambassador) @Abbott

Role Description

This position is a remote position. Qualified candidates must currently live in the Norcross, GA area and travel up towards 50%.

What You’ll Work On:

• Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer.
• Operate as primary account management contact with customer account; focus on improving economic profitability, increasing customer loyalty, securing retention, and driving value expansion.
• Act as trusted partner to existing customers.
• Build promoters and achieve targeted retention rate.
• Manage and drive development of accounts according to strategic account plan (value expansion; economic profitability).
• Deliver first line support and technical troubleshooting & elevate Level 2+ issues to service specialist to minimize overall cost to serve.
• Coordinate order, delivery, and billing.
• Responsible for implementing and maintaining the effectiveness of the quality system.

Retention Rate:

• Ensure instrument analytical turnaround time (uptime/repair/maintenance).
• Conduct customer business review (KPI reviews).
• Manage customer relationship and thoroughly plan, prepare and follow up customer visits (pre-call plan; post-call notes).
• Identify customer training requirements.
• Coach customers and share knowledge (education).
• Identify and resolve customer pain points (troubleshooting).
• Replenish and control inventory.
• Build image and brand in eyes of customer.
• “Sell” or reinforce Abbott’s total solution value offering.
• Collect and transmit VOC (Voice of Customer).

Analytical Turnaround Time:

• Assay availability and performance.
• Instrument installation & commissioning.
• First line level service/fixes.
• TSBs – hardware & software upgrades.
• Proactive monitoring and communication via Abbott Link.
• Escalation & support.
• Customer inventory.

Systems & Tool Management:

• CMS Next tickets (opening & closing).
• Aforce use and maintenance (CRM).
• Paris (reports).

Accountability:

• Be the representative of Abbott and the ADD brand to the customer with emphasis on laboratory management.
• Interact with Acquisition and Sales Specialist teams; Value Expansion Representative; Area/Regional Marketing; Customer Support Center and Technical Service; Finance.
• Influence customer purchase decisions.
• Make decisions on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for US.
• Consider financial and customer implications as part of decision making.
• Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns.
• Exhibit high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers.
• Monitor and maintain customer satisfaction through direct contact.
• Adhere to safety guidelines; policies; procedures.

Qualifications

• Bachelor’s degree or equivalent relevant experience required.
• Two to four years’ experience relevant to instrumentation utilized in a laboratory environment, or directly in laboratory environment, field service, technical call center, for Abbott Diagnostics products.
• Experience providing technical product application and/or hardware support.
• Experience interfacing with customers.
• Strong people management and communication skills.
• Troubleshooting/problem solving skills.
• Computer skills (Word, Excel, PowerPoint, internet savvy).
• Ability to prioritize independently.
• Negotiation skills.
• Demonstrate sales skills.
• Commitment to customers.
• Service-minded.

Preferred Qualifications

• Bachelor’s degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.

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, Freedom 2 Save student debt program, and FreeU education benefit.
• A company recognized as a great place to work in dozens of countries.
• Named one of the most admired companies in the world by Fortune.
• 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.