Field Service Engineer – Transfusion Diagnostics (Remote)

Abbott; Cincinnati (OH); Remote; USD 43,000 - 88,000; Full time

Job summary

Abbott is seeking a Field Service Engineer (Transfusion Service Ambassador) to support the Transfusion Medicine Division. This field-based remote position requires residence within 30 minutes of Cincinnati, OH, with travel up to 75%.

You will serve as the primary on-site representative for Abbott Diagnostics, building strong customer relationships, providing first-line technical support, and driving service revenue through instrument installations, maintenance, and value-based solutions.

Qualifications

• 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.

Responsibilities

• Serve as the primary on-site representative of Abbott Diagnostics Division (ADD), acting as a trusted partner to laboratory customers.
• Own customer relationships, focusing 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.

Skills

Customer-facing experience

Technical support

Lab instrumentation knowledge

Education

Associate degree

Tools

CRM systems

Microsoft Office

Job description

Abbott is seeking a Field Service Engineer (Transfusion Service Ambassador) to support the Transfusion Medicine Division. This field-based remote position requires residence within 30 minutes of Cincinnati, OH, with travel up to 75%.

You will serve as the primary on-site representative for Abbott Diagnostics, building strong customer relationships, providing first-line technical support, and driving service revenue through instrument installations, maintenance, and value-based solutions.