Field Service Engineer (Virginia)

Abbott; South Grafton; Remote; AUD 45,000 - 90,000; Full time

Job summary

Abbott Diagnostics seeks a field service professional to provide on-site support to customers and perform installations, preventive maintenance, and technical resolutions. You will collaborate with sales and service teams to ensure customer satisfaction and uphold Abbott’s quality standards.

This role requires strong troubleshooting, problem solving, and communication skills, with significant travel and compliance with safety guidelines. A bachelor’s degree and driving license are essential.

Qualifications

• Bachelor’s degree required.
• Experience interfacing with customers preferred.
• Strong problem-solving and communication skills.

Responsibilities

• Provide on-site support to ADD customers and troubleshoot issues.
• Coordinate with sales, marketing and other teams to resolve customer needs.
• Perform preventive maintenance, installations, and updates as directed by Abbott Diagnostics quality system.
• Maintain accurate documentation of complaints and resolutions per Quality System.

Skills

Troubleshooting

Problem solving

Teamwork

Independent work

Computer skills

Word

Excel

PowerPoint

Internet

VPN

Remote troubleshooting

Communication skills

Interpersonal skills

Education

Bachelor’s degree

Engineering degree (Biomed/Electrical/Mechanical)

Medical Technology degree

Tools

Word

Excel

PowerPoint

Internet

VPN

Remote troubleshooting

Job description

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 122,000 colleagues serve people in more than 160 countries.

Working at Abbott

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.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan 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 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 Virginia area.
• 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.

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:

a) superior technical competency b) Pro-Active Account Management c) 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.

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.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal. The base pay for this position is $22.45 – $44.85/hour In specific locations, the pay range may vary from the range posted. Job family Field Services Divisione CRLB Core Lab Sede di lavoro United States of America : Remote Sedi di lavoro ulteriori Turni Standard Viaggiare Yes, 75 % of the Time Controllo medico Not Applicable Attività lavorative significative Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEOEnglish.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEOSpanish.pdf