I.T. Field Service Technician- Remote Work

Abbott; Kentucky; Remote; USD 34,000 - 55,000; Full time

Benefits offered by this job

Tuition assistance

Health/dental/vision coverage

401(k) match

Training & development

Job summary

Abbott is seeking a Field Service Technician to cover capital service and technical support across assigned territory/accounts. You will provide proactive support for hardware, software, and disposable issues and help maintain optimal device performance.

Ideal candidates have an Associate's degree or equivalent, ~2+ years in customer-facing roles, and experience with capital equipment. Travel up to 50% and on-site visits are expected.

Qualifications

• Interfacing with customers is required.
• Experience with clinical/hospital equipment is a plus.
• Customer-facing role experience is preferred.

Responsibilities

• Provide Level I/II phone and on-site support for hardware, software, and disposables.
• Schedule and perform customer visits and activities across accounts.
• Document customer complaints and actions taken accurately and timely.
• Maintain/monitor system performance and escalate issues as needed.
• Support sales with service contract opportunities at accounts.
• Develop account-specific service strategies with Sales Executives.
• Assist in customer training to improve self-sufficiency in troubleshooting hardware/software.

Skills

Customer service

Account support

Education

Associate's degree or equivalent

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.

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.

• 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. 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.
• 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.
• 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.

Associates Degree or an equivalent combination of education and work experience

• ~2+ years experience interfacing with customers.
• ~ Experience with capital equipment-engineering (preferred).
• ~ Experience with hospital/medical specific equipment and X-Ray equipment (preferred).

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
• ~ 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

Field Services DIVISION

Remote ADDITIONAL LOCATIONS

Liberty : 253 Financial Blvd.

WORK SHIFT

Standard

TRAVEL

Yes, 50 % of the Time

MEDICAL SURVEILLANCE

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)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.