Field Service Engineer (Virginia)

Abbott • Lynchburg, VA

1d • Remote

About The Position

Abbott is seeking a Field Service Engineer to provide technical support to Abbott Diagnostic Division customers in Virginia. The position is remote, requires candidates to live in the Virginia area, and involves travel within the territory approximately 75% of the time. The engineer supports customer loyalty and business performance by installing, maintaining, troubleshooting, and repairing diagnostic instruments while following applicable quality, safety, regulatory, and compliance requirements.

The role provides on-site support, manages customer issues through resolution or an effective handoff, and works with service colleagues and cross-functional partners to meet customer and business goals. The engineer also supports other territories and training as needed, participates in call rotation and standby or after-hours responsibilities, manages time, territory, and inventory, and maintains technical expertise through continuous learning and certifications. This position reports to a Service Manager and is accountable for individual goals while supporting team goals.

Requirements

• Bachelor's degree.
• Must currently live in the Virginia area.
• Valid driver's license.
• Ability to travel approximately 75% of the time.
• Superior technical competency and troubleshooting/problem-solving ability.
• Ability to work effectively in a team and independently.
• Computer skills, including Word, Excel, PowerPoint, internet, VPN, remote computing, and remote troubleshooting.
• Effective communication and interpersonal skills.
• Ability to influence other areas to achieve business goals.

Nice To Haves

• Bachelor's degree in Biomedical, Electrical, or Mechanical Engineering, or Medical Technology.
• Practical experience interfacing with customers.

Responsibilities

• Represent Abbott Diagnostic Division professionally and ethically to assigned customers.
• Provide on-site technical support to customers and support field personnel and district business objectives.
• Troubleshoot and resolve customer complaints across at least five increasingly complex instruments.
• Schedule and complete preventive maintenance, installations, updates, and repairs; document, follow up on, and close service calls according to Abbott Diagnostics' quality system.
• Maintain accurate and timely complaint-resolution documentation and follow quality, regulatory, compliance, and laboratory safety procedures.
• Provide direction and mentoring to other Field Service Representatives.
• Participate in call rotation, standby and after-hours responsibilities, and support for other territories and training as needed.
• Manage time, territory, and inventory; provide on-site critical account support within and outside district boundaries.
• Maintain ownership of customer issues until successful resolution, escalation, or handoff.
• Work cross-functionally with local performance partnership teams and internal partners to resolve issues and achieve customer satisfaction.
• Achieve established business metrics, including service sales, cost of service, and key performance indicators for assigned customers and accounts.
• Use remote support tools to proactively improve instrument uptime.
• Develop technical expertise through continuous learning, training, and certifications.
• Implement and maintain the effectiveness of the quality system.
• Provide customer service through effective communication, proactively managing and resolving high-stress situations.

Benefits

• Career development opportunities with an international company.
• Employees may qualify for free medical coverage in the Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Retirement savings plan with a high employer contribution.
• Tuition reimbursement.
• Freedom 2 Save student debt program.
• FreeU education benefit, providing an affordable and convenient path to a bachelor's degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level