Field Service Engineer at Abbott Laboratories

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.

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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

• This position is remote.
• Qualified candidates must currently live in San Marcos, TX.
• Travel up to 70%.

What You’ll Work On

• Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer.  The Ambassador operates as the primary account management contact with customer accounts, focusing on improving economic profitability, increasing customer loyalty, securing retention, and driving value expansion. 
• Act as a trusted partner to existing customers.
• Build promoters and achieve a targeted retention rate. Manage and drive the 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 specialists 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 reviews (KPI reviews)
• Manage customer relationships 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 the 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 TURNAROUND 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)
• A force 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 Representatives; Area/ Regional Marketing; Customer Support Center and Technical Service; and Finance.  This position is a very visible and will influence customer purchase decisions.
• Makes decisions on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for the 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 a high level of integrity; honesty; keeping commitments and presenting information completely and accurately to internal and external customers. Monitor and maintain customer satisfaction through direct contact. Adheres to safety guidelines; policies; and procedures.

Required Qualifications

• 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 experience relevant experience with instrumentation utilized in a laboratory environment, or directly in the 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
• Troubleshooting/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

* 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.

The base pay for this position is $31.55 – $63.15 per hour. In specific locations, the pay range may vary from the range posted.