Field Service Engineer, Minneapolis, MN

Abbott; Minneapolis (MN); Remote; USD 100,000 - 125,000; Full time

Job summary

A leading healthcare technology company is seeking a Field Service Engineer in Minneapolis, MN. The position involves significant customer interaction, technical troubleshooting, and account management. Candidates should have at least two years of experience in a laboratory setting and a strong ability to communicate and negotiate successfully. This role offers a competitive salary range and diverse benefits for employees.

Benefits

Tuition reimbursement

Free medical coverage

Retirement savings plan

Qualifications

• Minimum of 2 years experience with instrumentation in a laboratory environment.
• Experience interfacing with customers.
• Strong people management skills.

Responsibilities

• Be the primary account management contact with customer accounts.
• Deliver first-line support and technical troubleshooting.
• Manage customer relationships and plan visits.

Skills

Customer interface

Troubleshooting

Communication skills

Negotiation skills

Education

Associate degree or equivalent work experience

Bachelor’s degree in related fields (preferred)

Tools

CRM software

Microsoft Office

Job description

Overview

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.

Field Service Engineer, Minneapolis, MN

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:

• 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 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.
• Primary territory is in Minneapolis, MN
• Travel up to 70%.
• Valid drivers license.

What You’ll Work On

• Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer. The Ambassador operates as the primary account management contact with customer accounts, focusing on improving economic profitability, increasing customer loyalty, securing retention, and driving value expansion.
• Act as a trusted partner to existing customers.
• Build promoters and achieve a targeted retention rate. Manage and drive the development of accounts according to strategic account plan (value expansion; economic profitability).
• Deliver first-line support and technical troubleshooting and elevate Level 2+ issues to service specialists 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 reviews (KPI reviews)
• Manage customer relationships 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 the eyes of customer
• Sell or reinforce Abbott’s total solution value offering
• Collect and transmit VOC (Voice of Customer)

Revenue

• Menu expansion (utilization of existing products; new product launches)
• Service sales
• Product promotion
• Value creation
• Order management
• Contract management
• Identify/open door for opportunity to expand offering into other departments (prospecting; not doing)
• Customer consumables management
• New assay applications

Value Creation and Expansion

• Price management
• Service sales
• Free of charge control
• Menu expansion
• Lifecycle management of product
• Service cost management
• CPR management
• Contract Life Cycle and Compliance

Build Promoters

• NPS responsibility (hot sheets)
• Management of inter-client relationships

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)
• A force use and maintenance (CRM)
• Paris (reports)

Key Performance Metrics

• Retention Rate
• Net Promoters Score
• Cost of Service
• Territory Sales Plan achievement – Base business sales and new business growth
• Account EP Plan improvement
• First Line Service KPIs

Accountability

• Be the representative of Abbott and the ADD brand to the customer with emphasis on laboratory management. Will interact with Acquisition and Sales Specialist teams; Value Expansion Representatives; Area/ Regional Marketing; Customer Support Center and Technical Service; and Finance. This position is a very visible and will influence customer purchase decisions.
• Makes decisions on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for the US. Considers 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
• Exhibits a high level of integrity; honesty; keeping commitments and presenting information completely and accurately to internal and external customers. Monitor and maintain customer satisfaction through direct contact. Adheres to safety guidelines; policies; and procedures.

Required Qualifications

• Associate degree or an equivalent combination of education and work experience.
• Minimum of 2 years experience of relevant experience with instrumentation utilized in a laboratory/blood bank environment. Minimum of 2 years of experience interfacing with customers.

Preferred Experience

• Bachelor’s degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.
• Two to four years’ experience relevant experience with 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
• Trouble shooting/problem solving skills.
• Computer skills (word, excel, power point, internet savvy).
• Negotiation skills
• Demonstrate sales skills.
• Commitment to customers
• Service-minded.

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 $31.60 – $63.20/hour

In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Support Services

DIVISION: TM Transfusion Medicine

LOCATION: United States of America : Remote

ADDITIONAL LOCATIONS:

WORK SHIFT: Standard

TRAVEL: Yes, 75 % 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), 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