Automation Field Service Engineer (Freehold, NJ)
Abbott Laboratories - Remote, OR
posted 6 months ago
About the position
Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We are currently building a candidate slate for a future opening in our Diagnostic Division. This position is remote, and qualified candidates must currently reside in the Freehold, NJ area. The role involves providing on-site support to Abbott Diagnostic Division customers, ensuring customer loyalty and economic profitability through passion, partnership, and performance. You will be responsible for efficiently providing technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance. The ideal candidate will go above and beyond to respond to customer needs by collaborating with sales, marketing, and other functional areas while adhering to compliance guidelines. In this role, you will be responsible for troubleshooting and resolving complaints reported by customers on a minimum of eight increasingly complex instruments. You will also be expected to understand and follow the Quality System by accurately documenting complaint resolutions and practicing regulatory and compliance procedures. Maintaining a safe work environment by following laboratory safety guidelines is essential. You will schedule and complete routine preventive maintenance, installations, and updates provided by Abbott, integrating effectively into the service team and supporting on-call rotations, time, territory, and inventory management. The position may require unpredictable travel for support of other territories and training, as well as providing on-site critical account support inside and outside of district boundaries. You will be responsible for maintaining ownership of customer issues until successful escalation or handoff takes place, working cross-functionally to achieve customer satisfaction through direct communication within local performance partnership teams. This role requires a Bachelor's degree or equivalent relevant experience, with proficiency in the local language. The preferred qualifications include a degree in Bio Medical, Electrical, Mechanical, or Medical Technology, along with practical experience interfacing with customers. Additional skills such as troubleshooting, problem-solving, effective communication, and strong interpersonal skills are essential for success in this position.
Responsibilities
- Provide on-site support to Abbott Diagnostic Division customers.
- Support field personnel and district business objectives and goals.
- Provide direction and mentoring to other Field Service Representatives.
- Troubleshoot and resolve complaints reported by customers on a minimum of eight increasingly complex instruments.
- Understand and follow Quality System by accurate and timely documentation of complaint resolution.
- Understand and practice regulatory and compliance procedures.
- Maintain a safe work environment following laboratory safety guidelines.
- Schedule and complete routine preventive maintenance, installations, and updates provided by Abbott.
- Integrate effectively into the service team and work within a diverse and dynamic team environment.
- Support on-call rotation, time, territory, and inventory management.
- Handle standby and after-hours responsibilities with flexible working hours.
- Travel unpredictably for support of other territories and training.
- Provide on-site critical account support inside and outside of district boundaries.
- Maintain ownership of customer issues until successful escalation or handoff takes place.
Requirements
- Bachelor's degree or equivalent relevant experience required.
- Proficiency in local language required.
- Ability to troubleshoot and problem-solve effectively.
- Strong communication and interpersonal skills.
Nice-to-haves
- Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred.
- Practical experience of interfacing with customers preferred.
Benefits
- Free medical coverage for employees via the Health Investment Plan (HIP) PPO.
- Excellent retirement savings plan with high employer contribution.
- Tuition reimbursement and Freedom 2 Save student debt program.
- FreeU education benefit for affordable and convenient path to getting a bachelor's degree.
