Field Service Engineer

$65,624 - $131,352/Yr

Abbott Laboratories - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

10,001+ employees

Miscellaneous Manufacturing

About the position

This position is a remote role with Abbott, a global healthcare leader dedicated to improving lives through innovative technologies across various healthcare sectors. The successful candidate will serve as the primary account management contact for customer accounts within the Abbott Diagnostics Division (ADD). This role emphasizes enhancing economic profitability, increasing customer loyalty, securing retention, and driving value expansion. The Ambassador will act as a trusted partner to existing customers, focusing on building promoters and achieving targeted retention rates while managing and developing accounts according to a strategic account plan. The responsibilities include delivering first-line support and technical troubleshooting, coordinating order delivery and billing, and ensuring the effectiveness of the quality system. The Ambassador will also conduct customer business reviews, manage customer relationships, and identify training requirements. The role requires proactive engagement with customers to identify and resolve pain points, manage inventory, and promote Abbott's total solution value offering. In terms of revenue generation, the Ambassador will be involved in menu expansion, service sales, product promotion, and contract management. They will also be responsible for value creation and expansion through price management, service cost management, and lifecycle management of products. The position requires a strong focus on analytical turnaround time, ensuring assay availability and performance, and proactive monitoring and communication with customers. The Ambassador will be accountable for representing Abbott and the ADD brand, influencing customer purchase decisions, and maintaining high levels of integrity and customer satisfaction. This role is critical in contributing to the effectiveness of the CAPA system and requires accurate documentation of customer complaints and resolutions. The position demands a commitment to safety guidelines and policies while fostering a service-minded approach to customer interactions.

Responsibilities

• Act as the primary account management contact with customer accounts.
• Improve economic profitability and increase customer loyalty.
• Secure retention and drive value expansion for existing customers.
• Deliver first-line support and technical troubleshooting.
• Coordinate order delivery and billing processes.
• Implement and maintain the effectiveness of the quality system.
• Conduct customer business reviews and KPI reviews.
• Manage customer relationships and plan customer visits effectively.
• Identify customer training requirements and coach customers accordingly.
• Troubleshoot and resolve customer pain points.
• Replenish and control inventory for customer accounts.
• Promote Abbott's total solution value offering to customers.
• Collect and transmit Voice of Customer (VOC) feedback.
• Expand menu utilization and manage service sales.
• Oversee product promotion and value creation initiatives.
• Manage contract lifecycle and compliance for customer accounts.
• Ensure analytical turnaround time for instruments and assays.
• Monitor and communicate proactively with customers regarding service issues.

Requirements

• A bachelor's degree or equivalent relevant experience is required.
• Bachelor's degree in Bio Medical, Engineering, Electrical, Mechanical, Medical Technology, or Commercial is preferred.
• Two to four years of relevant experience with laboratory instrumentation or in a laboratory environment.
• Experience providing technical product application and hardware support.
• Experience interfacing with customers in a service capacity.
• Strong people management and communication skills.
• Excellent troubleshooting and problem-solving skills.
• Proficient in computer skills including Word, Excel, PowerPoint, and internet navigation.
• Ability to prioritize tasks independently and demonstrate negotiation skills.
• Demonstrated sales skills and a commitment to customer service.

Nice-to-haves

• Experience in a field service role related to diagnostics or laboratory equipment.
• Familiarity with CRM systems and customer management tools.
• Knowledge of laboratory operations and workflows.

Benefits

• Free medical coverage for employees via the Health Investment Plan (HIP) PPO.
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement and student debt programs.
• Recognition as a great place to work in multiple countries.
• Support for diversity and inclusion in the workplace.