Field Service Technician

Abbott; Asheville (NC); On-site; USD 31,000 - 62,000; Full time

Benefits offered by this job

Training & career development

Financial security

Health & wellness benefits

Paid time off

401(k) retirement plan

Company stability

Job summary

Abbott invites applications for a Field Service Technician to provide hardware, software, and disposables support. You will conduct proactive service activities, troubleshoot complex issues, and document outcomes to maintain optimal system performance.

The role requires at least an associate degree and 2+ years in instrumentation used in healthcare settings, with preference for capital equipment engineering and Imaging/OCT experience. Travel within assigned accounts is possible.

Qualifications

• Associates Degree or an equivalent combination of education and work experience.
• 2+ years relevant experience with instrumentation used in a Cath Lab.
• 2+ years experience interfacing with customers.
• Experience with capital equipment engineering (preferred).
• Experience with Imaging/OCT (preferred).
• Experience with hospital/medical imaging equipment and X-Ray equipment (preferred).

Responsibilities

• Provides Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware, software, and disposable issues.
• Performs proactive service support activities to maintain system performance and applies standard troubleshooting tools to identify root cause.
• Determines urgency level of service requests, develops recommendations, and implements solutions aligned with customer and Abbott needs.
• Records accurate and timely documentation of customer complaints and actions taken to resolve concerns.
• Plans and prioritizes customer visits and activities in each account.
• Coordinates orders, delivery and billing of products/services in assigned accounts; monitors inventory and replenishes as needed.
• Supports the sales team with monitoring and implementation of Service Contract Sales at accounts.
• Partners with Sales Executives to develop account-specific strategy and execution throughout the commercial cycle.
• Develops/preserves strong relationships to gain insights for value expansion opportunities.
• Prepares, schedules, and executes training events with customers to improve self-sufficiency in troubleshooting/repair and knowledge of component replacement.

Skills

Customer interaction

Troubleshooting

Education

Associates Degree or equivalent

Tools

Cath Lab instrumentation

Imaging/OCT

X-Ray equipment

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.

Abbott Vascular provides innovative, minimally invasive and cost-effective products for treatment of vascular disease. Our extensive portfolio includes drug-eluting stents, bare metal stents, guide wires, balloon dilatation catheters, imaging catheters and software, vessel closure devices and peripheral stents.

Preferred Locations:

South Carolina; North Carolina; Tennessee; Kentucky

The Field Service Technician is the primary account contact covering capital service and technical support. The position provides on-going proactive capital product support for assigned territory/accounts. The customer experience aspect of this role focuses on increasing customer loyalty and securing retention at assigned accounts.

WHAT YOU'LL DO

• Provides technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware, software, and disposable issues.
• Performs proactive service support activities to maintain system performance. Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.
• Determines level of urgency of service support requests, develops recommendations and implement solutions that reflect customer and Abbott business need.
• Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.
• Plan and prioritize customer visits and activities to do in each account.
• Coordinate order; delivery and billing of products and/or services in assigned accounts. Monitor inventory and replenish accordingly
• Support the sales team with monitoring and implementation of Service Contract Sales at assigned accounts.
• Partner with Sales Executives to develop account-specific strategy and execution throughout commercial cycle and participate in customer business reviews.
• Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.
• Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.
• Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer’s ability to troubleshoot/repair hardware/software and increase knowledge of component replacement.

EDUCATION AND EXPERIENCE YOU'LL BRING

• Associates Degree or an equivalent combination of education and work experience
• 2+ years relevant experience with instrumentation utilized in a Cath Lab.
• 2+ years experience interfacing with customers.
• Experience with capital equipment-engineering (preferred).
• Experience with Imaging/OCT (preferred).
• Experience with hospital/medical specific equipment and X-Ray equipment (preferred).

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities

The base pay for this position is $22.45 - $44.85 per hour. In specific locations, the pay range may vary from the range posted.