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 for Abbott Diagnostics Division and a trusted partner for laboratory customers.

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

• Provide initial technical support for intricate diagnostic instruments.

• Oversee issue resolution from start to finish, maintaining ownership until closure.

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

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

• Conduct business reviews, KPI assessments, and structured visits with customers.

• Identify customer needs, training prospects, operational challenges, and insights from the Voice of the Customer.

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

• Assist in achieving territory and district business goals, including on-call coverage, travel, and peer mentoring.

⛳️ Requirements

• An associate degree or a comparable mix of education and work experience.

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

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

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

• Must be located 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 supporting laboratory instrumentation in clinical, field service, or technical support settings.

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

• Experience managing on-site support activities across various customer accounts or locations.

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

• Familiarity with influencing product utilization, service adoption, or menu expansion through customer engagement.

• Proficiency in Microsoft Word, Excel, and PowerPoint.

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

• Ability to perform significant work activities, including regularly lifting, carrying, pushing, or pulling weights exceeding 20 pounds.

🏝️ Benefits

• Opportunities for career development with a global company.

• FREE coverage in the HIP PPO medical plan for participants who complete a brief wellness assessment.

• Exceptional retirement savings plan with substantial employer contributions.

• Tuition reimbursement available.

• Freedom 2 Save program for student debt assistance.

• FreeU educational benefit.

• Equal Opportunity Employer dedicated to fostering employee diversity.