Field Service Engineer (Transfusion Service Ambassador) – Virginia / DMV Area

Abbott Laboratories • Danville, VA

8d • $30 - $59 • Remote

About The Position

This is a field-based remote position for a Field Service Engineer (Transfusion Service Ambassador) to support Abbott's Transfusion Division. Qualified candidates must reside within Virginia or the DMV territory. Travel is required up to 75%. The role involves serving as the primary on-site representative of Abbott Diagnostics Division (ADD), acting 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 provides first-line technical support for complex diagnostic instruments, ensuring uptime, analytical turnaround time, and customer satisfaction. Responsibilities include managing issue resolution end-to-end, performing instrument installations, commissioning, preventive maintenance, upgrades, and troubleshooting. The role also drives revenue growth through menu expansion, service sales, product promotion, and value-based solutions. Key activities include conducting customer business reviews, KPI reviews, and structured customer visits, identifying customer needs, training opportunities, operational pain points, and Voice of Customer (VOC) insights. Coordination of order management, inventory control, consumables, contracts, and lifecycle management is also required, along with ensuring compliance with Abbott Quality Systems, CAPA requirements, regulatory standards, and safety guidelines. The Field Service Engineer will utilize CRM, service, and reporting systems to document activities, manage tickets, and track performance, while collaborating cross-functionally with Sales, Marketing, Technical Service, Customer Support, and Finance teams. Support for territory and district business objectives, including on-call coverage, travel, and mentoring of peers, is expected.

Requirements

• Associate degree or equivalent combination of education and work experience.
• Minimum of 2 years of relevant experience with instrumentation utilized in a laboratory/blood bank environment.
• Minimum of 2 years of experience interfacing with customers.

Nice To Haves

• Bachelor’s degree in biomedical engineering or related engineering field.
• 2–4 years of hands-on experience supporting laboratory instrumentation in a clinical lab, field service, or technical support setting.
• Demonstrated ability to diagnose and resolve instrument issues (hardware, software, or application) through documented root-cause analysis.
• Experience managing customer-facing onsite support across multiple accounts or locations.
• Track record of completing installations, preventive maintenance, upgrades, and commissioning activities.
• Experience influencing product utilization, service adoption, or menu expansion through customer engagement.
• Proficiency using Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking.

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

• HIP PPO medical plan with FREE coverage after completing a short wellness assessment (free coverage applies in the next calendar year).
• Excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement.
• Freedom 2 Save student debt program.
• FreeU education benefit.
• Career development with an international company.
• Health and wellness benefits.

What This Job Offers

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