Field Service Technician

Abbott; United States; Remote; USD 31,000 - 62,000; Full time

Benefits offered by this job

Training and career development

Competitive compensation and incentive

Retirement plans (401(k))

Health care and well-being programs

Paid time off

Company match for 401(k)

Job summary

Abbott is seeking a Field Service Technician to be the primary contact for capital service and technical support across assigned accounts. You will provide proactive hardware, software, and disposable support to maintain product performance and resolve issues, both on-site and by phone.

The role requires an Associate’s Degree or equivalent, 2+ years of experience with Cath Lab instrumentation, and comfort interfacing with customers.

Qualifications

• 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).

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.
• 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.
• Records accurate and timely documentation of customer complaints and the action taken to resolve the concern.
• Plans and prioritizes customer visits and activities to do in each account.
• Coordinates order, delivery and billing of products and/or services in assigned accounts.
• Monitors inventory and replenishes accordingly.
• Supports the sales team with monitoring and implementation of Service Contract Sales at assigned accounts.
• Partners with Sales Executives to develop account-specific strategy and execution throughout the commercial cycle.

Skills

Customer interfacing

Technical troubleshooting

Field service

Education

Associates Degree or equivalent combination of education and work experience

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.

JOB DESCRIPTION

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

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

JOB FAMILY: Field Services DIVISION: AVD Vascular LOCATION: United States of America : Remote ADDITIONAL LOCATIONS: United States > Liberty : 253 Financial Blvd.

WORK SHIFT: Standard TRAVEL: Yes, 50 % 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)

Abbottis an Equal OpportunityEmployer 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

Abbottis about the power of health. For more than 135years, Abbotthasbeenhelping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers inmore than 160 countries, we create new solutions — acrossthespectrumof health, around the world,forallstagesof life. Whetherit’snext‑generationdiagnostics, life‑changingdevices,science-basednutrition,ornovelreformulations,weare advancing some ofthemostinnovativeandrevolutionarytechnologiesinhealthcare,helpingpeople..

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.