Field Service Technician

Abbott Laboratories; Elizabethtown (KY); On-site; USD 31,000 - 62,000; Full time

Benefits offered by this job

Training and career development

Healthcare benefits

Paid time off

401(k) retirement plan

Job stability and community engagement

Job summary

Abbott is hiring a Field Service Technician to provide Level I/II hardware, software and disposable support across SC, NC, TN and KY. The role emphasizes proactive maintenance, customer training, and service contract execution.

The position requires 2+ years with Cath Lab instrumentation, customer interfacing experience, and knowledge of imaging equipment. Travel is 80% with on-site visits to accounts and hospitals.

Qualifications

• Associates Degree or an equivalent combination of education and work experience.
• 80% Travel to the following locations: SC, NC, TN & KY
• 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).

Responsibilities

• Provides technical Level I and 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 identifies root cause.
• Determines level of urgency of service support requests and develops recommendations.
• Record accurate and timely documentation of customer complaints and actions taken.
• Plan and prioritize customer visits and activities for each account.
• Coordinate order, delivery and billing of products and services in accounts; monitor inventory and replenish accordingly.
• Support the sales team with monitoring and implementation of Service Contract Sales at accounts.
• Partner with Sales Executives to develop account-specific strategy and execution throughout the commercial cycle.
• Understand competitive landscape to maximize business opportunities.
• Develop/preserve strong relationships to gain insights for value expansion.
• Prepare, schedule, and execute training events with customers to improve self-sufficiency in troubleshooting/replacing components.

Skills

Customer interfacing

Travel readiness

Education

Associates Degree

Tools

Imaging/OCT equipment

Job description

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
• 80% Travel to the following locations: SC, NC, TN & KY
• 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.