Field Service - Transfusion Service Ambassador-- Cincinnati, OH

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 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.

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health.We’realways looking towards the future,anticipatingchanges in medical science and technology.

Our diagnostic solutions areutilizedin hospitals, laboratories, and clinics worldwide. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision-making for hundreds of health conditions, ranging from heart attacks to blood disorders, infectious diseases, and cancers.

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’llalso have access to:

• Career development with an international company where you can grow the career you dream of.

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

• An excellent retirement savings plan with a 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 asa great placeto 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We have an opportunity for aField Service Engineer (Transfusion Service Ambassador)to supportour Transfusion Medicine Division.

• This is a field-based remote position.

• Qualified candidates mustresidewithin 30 minutes of Cincinnati, OH

• Travel isrequiredupto 75%.

WhatYou’llWork On

• 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 whilemaintainingownership 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).

• Identifycustomer 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-functionallywith Sales, Marketing, Technical Service, Customer Support, and Finance teams.

• Support territory and district businessobjectives, including on-call coverage, travel, and mentoring of peers.

Key Measures of Success

• Retention Rate

• Net Promoter Score (NPS)

• Cost of Service

• Territory Sales and Growth Targets

• Account Profitability Improvement

• First-Line Service KPIs

Required Qualifications

• Associate degree or an equivalent combination of education and work experience.
• 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.

Preferred Qualifications

• Bachelor’s degree in Biomedical Engineering or a related engineering discipline.
• 2 to 4 years of experience supporting laboratory instrumentation in a clinical laboratory, field service, or technical support environment.
• Experience diagnosing and resolving hardware, software, or application issues using documented root-cause analysis.
• Experience managing onsite support activities across multiple customer accounts or locations.
• Experience completing instrument installations, preventive maintenance, upgrades, and commissioning activities.
• Experience influencing product utilization, service adoption, or menu expansion through customer engagement.
• Proficiency with Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking.
• Experience using CRM, service management, or customer support systems to document and manage service activities.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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 atwww.abbott.com, on Facebook atwww.facebook.com/Abbott, and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $31.75 – $63.55 per hour. In specific locations, the pay range may vary from the range posted.