Field Service - Transfusion Service Ambassador-- Cincinnati, OH

Abbott • Cincinnati, OH

20h • Remote

About The Position

Abbott is seeking a Field Service Engineer (Transfusion Service Ambassador) to support its Transfusion Medicine Division. This is a field-based remote role, and qualified candidates must live within 30 minutes of Cincinnati, Ohio. Travel is required up to 75% of the time.

The role serves as Abbott Diagnostics Division’s primary on-site representative and trusted partner to laboratory customers. It combines customer relationship ownership and commercial growth with first-line technical support for complex diagnostic instruments. The engineer is responsible for resolving issues through closure, maintaining instrument performance and customer satisfaction, and supporting account retention, profitability, and value expansion.

The position also coordinates customer visits and business reviews, identifies customer needs and training opportunities, manages consumables and service-related activities, documents work in company systems, and collaborates with internal commercial and technical teams. The role supports territory and district objectives, including on-call coverage and peer mentoring.

Requirements

• Associate degree or an equivalent combination of education and work experience.
• At least 2 years of experience supporting instrumentation used in a laboratory or blood bank environment.
• At least 2 years of customer-facing experience providing technical, service, or operational support.

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 on-site 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 and a trusted partner to laboratory customers.
• Own customer relationships, focusing on retention, customer loyalty, economic profitability, and value expansion.
• Provide first-line technical support for complex diagnostic instruments to support uptime, analytical turnaround time, and customer satisfaction.
• Manage issue resolution end-to-end, escalating when needed while retaining 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, including pre- and post-call planning.
• Identify customer needs, training opportunities, operational pain points, and Voice of Customer insights.
• Coordinate order management, inventory control, consumables, contracts, and lifecycle management.
• Ensure compliance with Abbott Quality Systems, CAPA requirements, regulatory standards, and safety guidelines.
• Use CRM, service, and reporting systems to document activities, manage tickets, and track performance.
• Collaborate with Sales, Marketing, Technical Service, Customer Support, and Finance teams.
• Support territory and district business objectives, including on-call coverage, travel, and mentoring peers.

Benefits

• Career development opportunities with an international company.
• Potential free coverage in the HIP PPO medical plan for the next calendar year after completing a short wellness assessment.
• Retirement savings plan with a high employer contribution.
• Tuition reimbursement.
• Freedom 2 Save student debt program.
• FreeU education benefit, described as an affordable and convenient path to earning a bachelor’s degree.

What This Job Offers

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