Field Service Engineer 1 (Great Lakes, Michigan)

Abbott Laboratories • Lansing, MI

20d • Remote

About The Position

This position is a remote location. The Field Service Engineer is responsible for providing on-site support to Abbott Diagnostic Division (ADD) customers. They will support field personnel and District business objectives and goals, and provide direction and develop mentoring skills to mentor other Field Service Representatives (FSRs). The role involves troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments, understanding and following the Quality System by accurate and timely documentation of complaint resolution, and understanding and practicing regulatory and compliance procedures. The Field Service Engineer will maintain a safe work environment following laboratory safety guidelines and schedule and complete routine preventive maintenance, installations, and other updates provided by Abbott. They will also work effectively within a diverse and dynamic team environment, support on-call rotation, and manage time, territory, and inventory. This role requires standby and after-hours responsibilities, flexible working hours, and unpredictable travel, including travel for the support of other territories and training, and providing on-site critical account support inside and outside of district boundaries. The position requires IRL ownership to achieve organizational goals and customer satisfaction, and to work cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T). The Field Service Engineer is responsible for maintaining ownership of customer issues until successful escalation or hand-off takes place. In addition to this, the position requires superior technical competency, pro-active account management, and complete instrument training across geographical IRL. The role is responsible for implementing and maintaining the effectiveness of the quality system. The Field Service Engineer will provide superior customer service through applying effective communication skills in order to build loyalty while proactively managing and resolving high-stress situations. They will delight customers by providing support including installation, Preventive Maintenance, and Technical Service Bulletins and repair by documenting, following-up, and closing calls as per Abbott Diagnostics quality system. The role involves partnering cross-functionally and internally while maintaining positive relationships and ensuring issues are resolved efficiently and satisfactorily while exceeding customer needs. The Field Service Engineer will successfully achieve the established business metrics including service sales, cost of service and key performance indicators for assigned customers/accounts. They will champion utilization of remote support tools to proactively improve instrument up time and proactively improve expertise through continuous learning and certifications. The scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional, forthright, and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals. The role must be able to influence other areas to achieve business goals.

Requirements

• Bachelor’s degree or equivalent relevant experience required
• Must have a Valid Driver’s License
• Superior technical competency
• Pro-Active Account Management
• Complete instrument training across geographical IRL
• Computer skills (Word, Excel, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.)
• Effective communication skills
• Strongly demonstrated interpersonal skills

Nice To Haves

• Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology
• Practical experience of interfacing with customers
• Trouble shooting/problem solving
• Ability to succeed in team situations and excel independently

Responsibilities

• Providing on-site support to ADD customers
• Support field personnel and District business objectives and goals
• Provide direction and develop mentoring skills to mentor other FSRs
• Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database
• Understand and follow the Quality System by accurate and timely documentation of complaint resolution
• Understand and practice regulatory and compliance procedures
• Maintain a safe work environment following laboratory safety guidelines
• Schedule and complete routine preventive maintenance, installations, and other updates provided by Abbott
• Work effectively within a diverse and dynamic team environment
• Support on call rotation
• Time, territory, and inventory management
• Standby and after-hours responsibilities
• Providing on-site critical account support inside and outside of district boundaries
• IRL ownership to achieve organizational goals and customer satisfaction
• Work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T)
• Maintaining ownership of customer issues until successful escalation or hand-off takes place
• Implementing and maintaining the effectiveness of the quality system
• Provide superior customer service through applying effective communication skills in order to build loyalty while proactively managing and resolving high-stress situations
• Delight our customers by providing support including installation, Preventive Maintenance, and Technical Service Bulletins and repair by documenting; following-up; and closing calls as per Abbott Diagnostics quality system
• Partner cross-functionally and internally while maintaining positive relationships and ensure issues are resolved efficiently and satisfactorily while exceeding customer needs
• Successfully achieve the established business metrics including service sales, cost of service and key performance indicators for assigned customers/accounts
• Champion utilization of remote support tools to proactively improve instrument up time
• Proactively improve expertise through continuous learning and certifications
• Representing Abbott Diagnostics to assigned customers in a professional forthright and ethical manner
• Achieving individual and supporting team goals

Benefits

• Career development with an international company where you can grow the career you dream of
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement
• The Freedom 2 Save student debt program
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists

What This Job Offers

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