Field Service Engineer (Seattle, WA)

Abbott Laboratories • Seattle, WA

2d • $22 - $45 • Remote

About The Position

Abbott Diagnostic Division’s Field Service Engineer provides technical support to diagnostic customers, including instrument installation, corrective and preventive maintenance, proactive service, troubleshooting, and repair. The position represents Abbott Diagnostics to assigned customers and supports customer satisfaction, instrument uptime, service business objectives, and quality-system effectiveness. The role is remote and based in Seattle, Washington, with travel of up to 75%. It reports to a Service Manager and is accountable for individual and team goals.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• Valid driver’s license.
• Ability to travel up to 75%.
• Troubleshooting and problem-solving skills.
• 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 work flexible hours and handle unpredictable travel, on-call rotation, standby, and after-hours responsibilities.

Nice To Haves

• Bachelor’s degree in Biomedical, Electrical, or Mechanical Engineering, or Medical Technology.
• Practical experience interfacing with customers.
• Superior technical competency and proactive account-management skills.
• Complete instrument training across geographical IRL.

Responsibilities

• Represent Abbott Diagnostic Division to customers and provide on-site support.
• Troubleshoot and resolve customer complaints across at least five increasingly complex instruments.
• Schedule and complete preventive maintenance, installations, updates, technical service bulletins, and repairs; document, follow up, and close service calls according to Abbott’s quality system.
• Maintain accurate and timely complaint-resolution documentation and follow quality, regulatory, compliance, and laboratory safety procedures.
• Support field personnel and district business objectives, and mentor other field service representatives.
• Participate in the service team, including on-call rotation, standby and after-hours responsibilities, time, territory, and inventory management, and support for other territories and training.
• Provide on-site critical-account support inside and outside district boundaries and take ownership of assigned IRL responsibilities.
• Work cross-functionally with local performance partnership teams and other internal functions to resolve customer issues and achieve customer satisfaction.
• Maintain ownership of customer issues until successful escalation or handoff.
• Provide effective customer communication, build 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 remote-support tools to improve instrument uptime and develop expertise through continuous learning and certifications.
• Influence other areas to achieve business goals and represent Abbott Diagnostics professionally, forthrightly, and ethically.
• Implement and maintain the effectiveness of the quality system.

Benefits

• Career development opportunities with an international company.
• Eligible employees may qualify for free medical coverage in the Health Investment Plan PPO medical plan in the next calendar year.
• Retirement savings plan with high employer contribution.
• Tuition reimbursement.
• Freedom 2 Save student debt program.
• FreeU education benefit for pursuing a bachelor’s degree.

What This Job Offers

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