Field Service Engineer (Transfusion Service Ambassador)- Norcross, GA

Abbott • Norcross, GA

5d • Remote

About The Position

This is a field-based remote position for a Field Service Engineer (Transfusion Service Ambassador) to support Abbott's Transfusion Medicine Division. The role requires the individual to be the primary on-site representative of Abbott Diagnostics Division (ADD) and act as a trusted partner to laboratory customers. The focus is on owning customer relationships to ensure retention, loyalty, economic profitability, and value expansion. The position involves providing first-line technical support for complex diagnostic instruments, managing issue resolution, and performing installations, commissioning, preventive maintenance, upgrades, and troubleshooting. The role also includes driving revenue growth, conducting customer business reviews, identifying customer needs, and coordinating various operational aspects like order management and contract management. Ensuring compliance with Abbott Quality Systems and regulatory standards is crucial. The Field Service Engineer will utilize CRM and other systems to document activities and collaborate cross-functionally with various Abbott teams. Support for territory and district business objectives, including on-call coverage and mentoring, is also part of the role.

Requirements

• Associate degree or an equivalent combination of education and work experience.
• Minimum 2 years of experience supporting instrumentation used in a laboratory or blood bank environment.
• Minimum 2 years of customer-facing experience providing technical, service, or operational support.
• Ability to travel up to 75% and reside within 30 minutes of Norcross, GA territory.

Nice To Haves

• Bachelor’s degree in Biomedical Engineering or a related engineering discipline.
• 2 to 4 years of experience supporting laboratory instrumentation in a clinical laboratory, field service, or technical support environment.
• Experience diagnosing and resolving hardware, software, or application issues using documented root-cause analysis.
• Experience managing onsite support activities across multiple customer accounts or locations.
• Experience completing instrument installations, preventive maintenance, upgrades, and commissioning activities.
• Experience influencing product utilization, service adoption, or menu expansion through customer engagement.
• Proficiency with Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking.
• Experience using CRM, service management, or customer support systems to document and manage service activities.

Responsibilities

• Serve as the primary on-site representative of Abbott Diagnostics Division (ADD), acting as a trusted partner to laboratory customers.
• Own customer relationships with a focus on retention, customer loyalty, economic profitability, and value expansion.
• Provide first-line technical support for complex diagnostic instruments, ensuring uptime, analytical turnaround time, and customer satisfaction.
• Manage issue resolution end-to-end, escalating when necessary while maintaining ownership through closure.
• Perform instrument installations, commissioning, preventive maintenance, upgrades, and troubleshooting.
• Drive revenue growth through menu expansion, service sales, product promotion, and value-based solutions.
• Conduct customer business reviews, KPI reviews, and structured customer visits (pre- and post-call planning).
• Identify customer needs, training opportunities, operational pain points, and Voice of Customer (VOC) insights.
• Coordinate order management, inventory control, consumables, contracts, and lifecycle management.
• Ensure compliance with Abbott Quality Systems, CAPA requirements, regulatory standards, and safety guidelines.
• Utilize CRM, service, and reporting systems to document activities, manage tickets, and track performance.
• Collaborate cross-functionally with Sales, Marketing, Technical Service, Customer Support, and Finance teams.
• Support territory and district business objectives, including on-call coverage, travel, and mentoring of peers.

Benefits

• FREE coverage in our HIP PPO medical plan (for participants who complete a short wellness assessment, applies in the next calendar year).
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement.
• The Freedom 2 Save student debt program.
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree