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.
Field Service Engineer
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.
Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
An excellent retirement savings plan with 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 a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position is a remote position
Qualified candidates must currently live in the Seattle, WA area
Travel up towards 50%
What You’ll Work On
Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer. The Ambassador operates as primary account management contact with customer account; with a focus to improve economic profitability, increase customer loyalty, secure retention, and drive value expansion.
Act as trusted partner to existing customers.
Build promoters and achieve targeted retention rate. Manage and drive development of accounts according to strategic account plan (value expansion; economic profitability).
Deliver first line support and technical troubleshooting & elevate Level 2+ issues to service specialist to minimize overall cost to serve. Coordinate order; delivery; and billing.
Responsible for implementing and maintaining the effectiveness of the quality system.
RETENTION RATE:
Ensure instrument analytical turnaround time (uptime/repair/maintenance)
Conduct customer business review (KPI reviews)
Manage customer relationship and thoroughly plan; prepare and follow up customer visits (pre-call plan; post-call notes)
Identify customer training requirements
Coach customers and share knowledge (education)
Identify and resolve customer pain points (troubleshooting)
Replenish and control inventory
Build image and brand in eyes of customer
“Sell” or reinforce Abbott’s total solution value offering
Collect and transmit VOC (Voice of Customer)
REVENUE:
Menu expansion (utilization of existing products; new product launches)
Service sales
Product promotion
Value creation
Order management
Contract management
Identify/open door for opportunity to expand offering into other departments (prospecting; not doing)
Customer consumables management
New assay applications
VALUE CREATION AND EXPANSION:
Price management
Service sales
Free of charge control
Menu expansion
Lifecycle management of product
Service cost management
CPR management
Contract Life Cycle and Compliance
BUILD PROMOTERS:
NPS responsibility (hot sheets)
Management of inter-client relationships
ANALYTICAL TURN AROUND TIME:
Assay availability and performance
Instrument installation & commissioning
First line level service/fixes
TSBs – hardware & software upgrades
Proactive monitoring and communication via Abbott Link
Escalation & support
Customer inventory
SYSTEMS & TOOL MANAGEMENT:
CMS Next tickets (opening & closing)
Aforce use and maintenance (CRM)
Paris (reports)
Key Performance Metrics:
Retention Rate
Net Promoters Score
Cost of Service
Territory Sales Plan achievement – Base business sales and new business growth
Account EP Plan improvement.
First Line Service KPIs
Accountability:
Be the representative of Abbott and the ADD brand to the customer with emphasis on laboratory management. Will interact with Acquisition and Sales Specialist teams; Value Expansion Representative; Area/ Regional Marketing; Customer Support Center and Technical Service; Finance. This position is a very visible and will influence customer purchase decisions.
Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for US. Considers financial and customer implications as part of decision making.
Critical contribution to the effectiveness of the CAPA system with responsibility for accurate
documentation of customer complaints and the actions taken to resolve those concerns
Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers. Monitor and maintains customer satisfaction through direct contact. Adheres to safety guidelines; policies; procedures.
Required Qualifications
Bachelor’s degree or equivalent relevant experience required.
Two to four years’ experience relevant experience with instrumentation utilized in a laboratory environment, or directly in laboratory environment, field service, technical call center, for Abbott Diagnostics products
Experience providing technical product application and/or hardware support.
Experience interfacing with customers
Strong people management and communication skills
Trouble shooting/problem solving skills
Computer skills (word, excel, power point, internet savvy)
Shows ability to prioritize independently
Negotiation skills
Demonstrate sales skills
Commitment to customers
Service-minded
Preferred Qualifications
Bachelor’s degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.
Apply Now
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.
The base pay for this position is $31.60 – $63.20 per hour. In specific locations, the pay range may vary from the range posted.