Field Service Technician

Abbott • Asheville, NC

14d • $22 - $45 • Remote

About The Position

Abbott Vascular provides minimally invasive products for the treatment of vascular disease. The Field Service Technician is the primary account contact for capital service and technical support, providing ongoing proactive support for capital products across assigned accounts and territory. The role focuses on customer experience, loyalty, and retention. The position is remote in the United States, with preferred locations in South Carolina, North Carolina, Tennessee, and Kentucky. Travel is required 50% of the time.

Requirements

• Associate degree or an equivalent combination of education and work experience.
• At least 2 years of relevant experience with instrumentation used in a Cath Lab.
• At least 2 years of experience interfacing with customers.

Nice To Haves

• Experience with capital equipment engineering.
• Experience with Imaging/OCT.
• Experience with hospital or medical-specific equipment and X-ray equipment.

Responsibilities

• Provide Level I and Level II phone and on-site technical support for hardware, software, and disposable issues, including maintaining product performance and resolving customer complaints.
• Perform proactive service activities and use troubleshooting tools and concepts to identify issues and root causes.
• Assess the urgency of support requests and develop and implement solutions that address customer and Abbott business needs.
• Document customer complaints and actions taken accurately and promptly.
• Plan and prioritize customer visits and account activities.
• Coordinate product or service orders, delivery, and billing; monitor and replenish inventory.
• Support the sales team in monitoring and implementing service contract sales at assigned accounts.
• Partner with Sales Executives on account-specific strategy and execution throughout the commercial cycle, and participate in customer business reviews.
• Understand the competitive landscape in assigned accounts or territory and use that knowledge to maximize business opportunities.
• Develop and maintain strong relationships to gain insights and identify value expansion opportunities.
• Prepare, schedule, and deliver customer training to improve self-sufficiency, troubleshooting and repair capability, and knowledge of component replacement.

Benefits

• Training and career development, including onboarding programs for new employees and tuition assistance.
• Competitive compensation, incentives, and retirement plans.
• Medical, dental, and vision coverage, wellness programs, and occupational health programs.
• Paid time off.
• 401(k) retirement savings plan with a company match.

What This Job Offers

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