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

Role Description

We have an opportunity for a Field Service Engineer (Transfusion Service Ambassador) to support our Transfusion Medicine Division. This is a field-based remote position. Qualified candidates must reside within 30 minutes of Houston or San Marcos, TX. Travel is required up to 75%.

• Serve as the primary on-site representative of Abbott Diagnostics Division (ADD), acting as a trusted partner to laboratory customers.
• Own customer relationships with a focus on retention, customer loyalty, economic profitability, and value expansion.
• Provide first-line technical support for complex diagnostic instruments, ensuring uptime, analytical turnaround time, and customer satisfaction.
• Manage issue resolution end-to-end, escalating when necessary while maintaining ownership through closure.
• Perform instrument installations, commissioning, preventive maintenance, upgrades, and troubleshooting.
• Drive revenue growth through menu expansion, service sales, product promotion, and value-based solutions.
• Conduct customer business reviews, KPI reviews, and structured customer visits (pre- and post-call planning).
• Identify customer needs, training opportunities, operational pain points, and Voice of Customer (VOC) insights.
• Coordinate order management, inventory control, consumables, contracts, and lifecycle management.
• Ensure compliance with Abbott Quality Systems, CAPA requirements, regulatory standards, and safety guidelines.
• Utilize CRM, service, and reporting systems to document activities, manage tickets, and track performance.
• Collaborate cross-functionally with Sales, Marketing, Technical Service, Customer Support, and Finance teams.
• Support territory and district business objectives, including on-call coverage, travel, and mentoring of peers.

Qualifications

• Associate degree or an equivalent combination of education and work experience.
• Minimum 2 years of experience supporting instrumentation used in a laboratory or blood bank environment.
• Minimum 2 years of customer-facing experience providing technical, service, or operational support.

Requirements

• Bachelor’s degree in Biomedical Engineering or a related engineering discipline (preferred).
• 2 to 4 years of experience supporting laboratory instrumentation in a clinical laboratory, field service, or technical support environment (preferred).
• Experience diagnosing and resolving hardware, software, or application issues using documented root-cause analysis (preferred).
• Experience managing onsite support activities across multiple customer accounts or locations (preferred).
• Experience completing instrument installations, preventive maintenance, upgrades, and commissioning activities (preferred).
• Experience influencing product utilization, service adoption, or menu expansion through customer engagement (preferred).
• Proficiency with Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking (preferred).
• Experience using CRM, service management, or customer support systems to document and manage service activities (preferred).

Benefits

• Career development with an international company where you can grow the career you dream of.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - 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 the best place to work for diversity, working mothers, female executives, and scientists.