Field Service Engineer – Transfusion Service Ambassador

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main on-site representative of the Abbott Diagnostics Division for laboratory clientele.

• Manage customer relationships with an emphasis on retention, loyalty, profitability, and value enhancement.

• Deliver first-level technical support for sophisticated diagnostic instruments.

• Oversee issue resolution from start to finish and maintain accountability until closure.

• Carry out instrument installations, commissioning, preventive maintenance, upgrades, and troubleshooting tasks.

• Propel revenue growth through menu diversification, service sales, product promotion, and value-driven solutions.

• Facilitate customer business reviews, KPI assessments, and organized customer visits.

• Recognize customer needs, training prospects, operational challenges, and gather Voice of Customer insights.

• Manage order processing, inventory oversight, consumables, contracts, and lifecycle management.

• Ensure adherence to Abbott Quality Systems, CAPA requirements, regulatory standards, and safety protocols.

• Utilize CRM, service, and reporting systems to document activities, manage tickets, and monitor performance.

• Collaborate with Sales, Marketing, Technical Service, Customer Support, and Finance teams.

• Aid in achieving territory and district goals, including on-call duties, travel, and peer mentoring.

⛳️ Requirements

• Associate degree or an equivalent combination of education and experience.

• At least 2 years of experience supporting instrumentation in a laboratory or blood bank setting.

• Minimum of 2 years customer-facing experience in providing technical, service, or operational support.

• Willingness to travel up to 75% of the time.

• Must live within 30 minutes of Norcross, GA.

• Preferred: Bachelor’s degree in Biomedical Engineering or a related engineering field.

• Preferred: 2 to 4 years of experience in supporting laboratory instrumentation within a clinical laboratory, field service, or technical support context.

• Experience in diagnosing and resolving hardware, software, or application issues through documented root-cause analysis.

• Experience in managing onsite support activities across various customer accounts or locations.

• Experience in performing instrument installations, preventive maintenance, upgrades, and commissioning tasks.

• Experience in influencing product usage, service adoption, or menu growth through customer interactions.

• Proficient in Microsoft Word, Excel, and PowerPoint.

• Familiarity with CRM, service management, or customer support systems.

• Capability to perform the required physical activities, including lifting, carrying, pushing, or pulling over 20 pounds/9 kilos regularly.

🏝️ Benefits

• Career advancement opportunities within an international organization.

• Complimentary coverage in Abbott’s HIP PPO medical plan for participants who complete a brief wellness assessment (valid in the following calendar year).

• Outstanding retirement savings plan with substantial employer contributions.

• Tuition reimbursement available.

• Freedom 2 Save student debt assistance program.

• FreeU education benefit and a pathway to obtaining a bachelor’s degree.

• Comprehensive health and wellness benefits.

• Equal opportunity employer dedicated to fostering employee diversity.