Field Service Engineer (Birmingham, AL)

Abbott • Birmingham, AL

7d • $22 - $45 • Remote

About The Position

Abbott is seeking a Field Service Engineer to represent its Diagnostics Division and provide on-site technical support to customers in the Birmingham, Alabama area. This remote position involves 50% travel within the territory, and candidates must currently live in the Birmingham area and have a valid driver’s license. The engineer provides installation, corrective, preventive, and proactive maintenance and support for diagnostic instruments while following quality, regulatory, compliance, and laboratory safety requirements.

The position works closely with customers, other field service personnel, sales, marketing, and cross-functional performance partnership teams to resolve customer issues, maintain instrument uptime, and meet account and service objectives. The role includes troubleshooting multiple increasingly complex instruments, managing customer issues through resolution or handoff, supporting critical accounts and other territories, and maintaining service documentation. It reports to a Service Manager and is accountable for individual and team goals.

Requirements

• Bachelor’s degree.
• Must currently live in the Birmingham, Alabama area.
• Valid driver’s license.
• Superior technical competency.
• Troubleshooting and 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 strongly demonstrated interpersonal skills.
• Ability to travel 50% of the time, including unpredictable travel.
• Ability to support call rotation, standby, and after-hours responsibilities.
• Ability to work flexible hours.

Nice To Haves

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

Responsibilities

• Provide on-site technical support to Abbott Diagnostic Division customers.
• Support field personnel and district business objectives and goals, including mentoring other Field Service Representatives.
• Troubleshoot and resolve customer complaints involving at least five increasingly complex instruments.
• Document complaint resolution accurately and promptly in accordance with the Quality System and regulatory requirements.
• Follow regulatory, compliance, and laboratory safety procedures and maintain a safe work environment.
• Schedule and perform preventive maintenance, installations, and Abbott-provided updates.
• Participate in call rotation and handle standby and after-hours responsibilities.
• Manage time, territory, and inventory; support other territories and attend training as needed.
• Provide on-site critical-account support inside and outside district boundaries.
• Own assigned IRL responsibilities to support organizational goals and customer satisfaction.
• Work cross-functionally and communicate directly with local performance partnership teams to resolve customer issues.
• Maintain ownership of customer issues until successful escalation or handoff.
• Provide customer support for installations, preventive maintenance, Technical Service Bulletins, and repairs; document, follow up, and close calls under the Abbott Diagnostics quality system.
• Deliver superior customer service, build customer loyalty, and proactively manage and resolve high-stress situations.
• Achieve established business metrics, including service sales, cost of service, and key performance indicators for assigned customers and accounts.
• Promote use of remote support tools to improve instrument uptime.
• Build expertise through continuous learning, certifications, and complete instrument training across the geographical IRL.
• Represent Abbott Diagnostics professionally, forthrightly, and ethically; influence other areas to achieve business goals.

Benefits

• Career development opportunities with an international company.
• Potential eligibility for free medical coverage through the Health Investment Plan 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.
• Health and wellness benefits.

What This Job Offers

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