Field Service Engineer (Seattle, WA)

Abbott • Seattle, WA

3d • $22 - $45 • Remote

About The Position

Abbott is seeking a remote Field Service Engineer based in the Seattle, Washington area to provide technical support to customers of Abbott Diagnostic Division. The role supports instrument installation, corrective and preventive maintenance, proactive service, troubleshooting, customer issue resolution, and customer account management. The engineer works with customers and cross-functional teams to support service goals, instrument uptime, customer satisfaction, and compliance with quality and regulatory requirements. The position reports to a Service Manager and is accountable for individual and team goals. Travel may reach 75%, including unpredictable travel and support for other territories; the role requires a valid driver’s license and includes on-call, standby, and after-hours responsibilities.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• Valid driver’s license.
• Willingness and ability to travel up to 75%, including unpredictable travel and support for other territories.
• Ability to support on-call rotations, standby, and after-hours responsibilities, with flexible working hours.
• Technical 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 follow quality, regulatory, compliance, and laboratory safety requirements.

Nice To Haves

• Bachelor’s degree in biomedical, electrical, or mechanical engineering, or medical technology.
• Practical experience interfacing with customers.
• Experience with customer account management and mentoring Field Service Representatives.

Responsibilities

• Represent Abbott Diagnostic Division professionally to assigned customers and provide on-site customer support.
• Install, troubleshoot, repair, and perform preventive maintenance and updates on Abbott instruments.
• Resolve customer complaints on at least five increasingly complex instruments and retain ownership of customer issues until resolution, escalation, or handoff.
• Document complaint resolution accurately and promptly in accordance with the Quality System and applicable regulatory and compliance procedures.
• Maintain a safe work environment by following laboratory safety guidelines.
• Schedule and complete preventive maintenance, installations, Technical Service Bulletins, repairs, and other service activities; document, follow up, and close calls according to Abbott Diagnostics quality requirements.
• Support field personnel and district business objectives, including mentoring other Field Service Representatives.
• Participate in the service team, on-call rotation, standby and after-hours coverage, and travel to support other territories and training.
• Manage time, territory, and inventory; provide critical account support within and outside district boundaries.
• Take ownership of IRL responsibilities and work with local performance partnership teams and other functions to achieve customer satisfaction and organizational goals.
• Build customer loyalty through effective communication, proactive account management, and resolution of high-stress situations.
• Achieve established business metrics, including service sales, cost of service, and key performance indicators for assigned customers and accounts.
• Use remote support tools to proactively improve instrument uptime.
• Maintain and improve technical expertise through continuous learning and certifications.
• Influence other areas and collaborate cross-functionally to achieve business goals and resolve customer issues.

Benefits

• Potential eligibility for free medical coverage in the Health Investment Plan (HIP) 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, an affordable and convenient path to a bachelor’s degree.
• Career development opportunities with an international company.

What This Job Offers

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