Field Service - Transfusion Service Ambassador- Cincinnati, OH

Abbott; United States; À distance; USD 85 000 - 110 000; Plein temps

Résumé du poste

Abbott seeks a Field Service Engineer to support the Transfusion Medicine Division. This field-based remote role requires living within 30 minutes of Cincinnati, OH, with up to 75% travel to lab sites.

You will install, maintain, and troubleshoot diagnostics instruments, build strong customer relationships, and collaborate with cross-functional teams to ensure high uptime and service quality.

Qualifications

• Associate degree or 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.

Responsabilités

• 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.

Connaissances

Customer-facing

Troubleshooting

Technical support

Laboratory instrumentation

Field service

Formation

Associate degree or equivalent

Bachelor's degree in Biomedical Engineering or related field

Outils

CRM systems

Description du poste

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're always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are utilized in 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'll also 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 as a great place to 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 a Field Service Engineer (Transfusion Service Ambassador) to support our Transfusion Medicine Division.

This is a field-based remote position.

Qualified candidates must reside within 30 minutes of Cincinnati, OH

Travel is required up to 75%.

What You'll Work 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 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.

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