Field Service Engineer (San Diego, CA)

About the position

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 114,000 colleagues serve people in more than 160 countries. This position is a remote position, and qualified candidates must currently live in the San Diego, CA area. The role involves travel up to 25%. Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. Efficiently provide technical support solutions including installation, corrective, pre-emptive and proactive maintenance.

Responsibilities

• Represent Abbott Diagnostic Division to its customer.
• Provide on-site support to ADD customers.
• Support field personnel and District business objectives and goals.
• Provide direction and develop mentoring skills to mentor other FSRs.
• Troubleshoot and resolve complaints reported by customers on a minimum of five 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 other updates provided by Abbott.
• Work effectively within a diverse and dynamic team environment.
• Support on-call rotation.
• Manage time, territory, and inventory.
• Handle standby and after-hours responsibilities.
• Travel for support of other territories and training.
• Provide on-site critical account support inside and outside of district boundaries.
• Achieve organizational goals and customer satisfaction through direct communication within local performance partnership teams.
• Maintain ownership of customer issues until successful escalation or handoff takes place.
• Implement and maintain the effectiveness of the quality system.
• Provide superior customer service through effective communication skills.
• Delight customers by providing support including installation, preventive maintenance, and technical service bulletins.
• Partner cross-functionally and internally while maintaining positive relationships.
• Achieve established business metrics including service sales, cost of service, and key performance indicators.
• Champion utilization of remote support tools to proactively improve instrument uptime.
• Proactively improve expertise through continuous learning and certifications.

Requirements

• Bachelor's degree or equivalent relevant experience required.
• Travel 25%.

Nice-to-haves

• Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology.
• Practical experience of interfacing with customers.

Benefits

• Career development with an international company.
• Free medical coverage in the Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement and FreeU education benefit.
• Recognized as a great place to work in dozens of countries.
• Named one of the most admired companies in the world by Fortune.