Field Service Automation Engineer (Reading, PA) at Abbott Laboratories

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

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.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• 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 Reading, PA area.
• Must be able to travel up towards 25%

What You’ll Work On

The Field Service Engineer is the primary automation account contact covering both technical support and customer experience. The position provides on-going proactive product support for assigned accounts. The customer experience aspect of this role will focus on increasing customer loyalty, securing retention, and driving value expansion at assigned accounts.

• Responsible for implementing and maintaining the effectiveness of the quality system.
• 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 reagent issues. Level I support is defined to a specific set of error codes that could be repaired in less than 1.5 hrs. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.
• Performs proactive service support activities to maintain system performance. Applies standard
• troubleshooting tools or concepts to identify the real issue and its root cause.
• 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.
• Prepare; schedule; and execute training events with customers to improve customer self-sufficiency by
• developing the customer’s ability to troubleshoot/repair analyzers and increase knowledge of component replacement and assays.
• Coordinate order, delivery, and billing of products and/or services in assigned accounts.
• Monitor inventory and replenish accordingly.
• Responsible for Service Contract Sales at assigned accounts.
• Partner with Enterprise Account Manager and/or Sales Executive to develop account-specific lab 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.
• Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion
• opportunities. Responsible for achieving revenue generation goals in assigned accounts.
• Accountable for customer satisfaction, loyalty, and value expansion revenue in assigned accounts.
• Makes decision on parts utilization within pre-approved budget range for the role. Parts utilization decisions outside of pre-approved budget range require management approval.
• Accountable for on-hand trunk inventory accuracy.
• 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

Required Qualifications: 

• Associates Degree or equivalent experience.
• 2 years of relevant experience with instrumentation utilized in a laboratory environment.
• 2 years of experience interfacing with customers.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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 and @AbbottGlobal.