Field Service Engineer - Boston, MA

Abbott; Boston (MA); Remote; USD 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their dynamic team as a Field Service Representative. In this remote role, you'll provide essential technical support to customers, ensuring the effective operation of diagnostic instruments. Your expertise will help maintain high standards of customer service and satisfaction while collaborating with a diverse team. This opportunity offers a chance to grow within a global healthcare leader, where your contributions will directly impact patient care and outcomes. If you're passionate about technology and committed to excellence, this role is perfect for you.

Benefits

Career development

Free HIP PPO medical plan coverage

Retirement savings plan

Tuition reimbursement

Recognition as a great place to work

Qualifications

• Bachelor’s degree or equivalent experience required.
• Strong troubleshooting and problem-solving skills are essential.

Responsibilities

• Provide on-site support to customers and troubleshoot complex instruments.
• Maintain a safe work environment and adhere to compliance guidelines.
• Travel up to 25% for customer support and training.

Skills

Troubleshooting

Problem solving

Effective communication

Interpersonal skills

Computer skills (Word, Excel, PowerPoint)

Education

Bachelor’s degree

Engineering Degree in Biomedical/Electrical/Mechanical or Medical Technology

Tools

Remote Computing (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 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

1. Career development with an international company where you can grow the career you dream of.
2. 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.
3. An excellent retirement savings plan with high employer contribution.
4. Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
5. 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.
6. 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 a remote position.
• Qualified candidates must currently live in the (Boston, MA) area.
• Travel up to 25%.

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 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 as detailed in the Field Service Business Process database.
• 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.

Integrate effectively into the service team:

• 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.
• Unpredictable travel.
• Travel for 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 to work cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).
• Responsible to maintain ownership of customer issues until successful escalation or handoff takes place.

In addition to this position requires:

1. Superior technical competency.
2. Proactive account management.
3. 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 in order to build loyalty while proactively managing and resolving high-stress situations.
• Delight our customers by providing support including installation, preventive maintenance, and technical service bulletins.
• Document, follow up, and close 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 uptime.
• 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 or equivalent relevant experience required.
• Travel 25%.

Preferred Qualifications:

• Bachelor's/Engineering Degree in Biomedical/Electrical/Mechanical or Medical Technology.
• Practical experience of interfacing with customers.

Additional Skills:

• Troubleshooting/problem solving; 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.

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 $26.35 – $52.65/hour. In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Customer Service DIVISION: CRLB Core Lab LOCATION: United States of America: Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 25% of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: 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), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basis. 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/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf