Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Field Service Engineer (Transfusion Service Ambassador)Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• 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 and 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.

The Opportunity

• This position is a remote position

• Qualified candidates must currently live in the Knoxville, TNarea

• Travel up towards 50%

What You’ll Work On

• Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer. The Ambassador operates as primary account management contact with customer account; with a focus to improve economic profitability, increase customer loyalty, secure retention, and drive value expansion.

• Act as trusted partner to existing customers.

• Build promoters and achieve targeted retention rate. Manage and drive development of accounts according to strategic account plan (value expansion; economic profitability).

• Deliver first line support and technical troubleshooting & elevate Level 2+ issues to service specialist to minimize overall cost to serve. Coordinate order; delivery; and billing.

• Responsible for implementing and maintaining the effectiveness of the quality system.

Retention Rate:

• Ensure instrument analytical turnaround time (uptime/repair/maintenance)

• Conduct customer business review (KPI reviews)

• Manage customer relationship and thoroughly plan; prepare and follow up customer visits (pre-call plan; post-call notes)

• Identify customer training requirements

• Coach customers and share knowledge (education)

• Identify and resolve customer pain points (troubleshooting)

• Replenish and control inventory

• Build image and brand in eyes of customer

• “Sell” or reinforce Abbott’s total solution value offering

• Collect and transmit VOC (Voice of Customer)

Analytical Turn Around Time:

• Assay availability and performance

• Instrument installation & commissioning

• First line level service/fixes

• TSBs – hardware & software upgrades

• Proactive monitoring and communication via Abbott Link

• Escalation & support

• Customer inventory

Systems & Tool Management:

• CMS Next tickets (opening & closing)

• Aforce use and maintenance (CRM)

• Paris (reports)

Accountability:

• Be the representative of Abbott and the ADD brand to the customer with emphasis on laboratory management. Will interact with Acquisition and Sales Specialist teams; Value Expansion Representative; Area/ Regional Marketing; Customer Support Center and Technical Service; Finance. This position is a very visible and will influence customer purchase decisions.

• Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for US. Considers financial and customer implications as part of decision making.

• Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns

• Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers. Monitor and maintains customer satisfaction through direct contact. Adheres to safety guidelines; policies; procedures.

Required Qualifications:

• Bachelor’s degree or equivalent relevant experience required

Preferred Qualifications

• Bachelors/Engineering Degree in Biomedical/Electrical/Mechanical Engineering or Medical Technology

• Two to four years’ experience relevant experience with instrumentation utilized in a laboratory environment, or directly in laboratory environment, field service, technical call center, for Abbott Diagnostics products

• Practical experience of interfacing with customers

• Troubleshooting/problem solving; ability to succeed in team situations and excel independently, computer skills (Word; Excel, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills

• Experience providing technical product application and/or hardware support

• Strong people management and communication skills

• Trouble shooting/problem solving skills

Apply Now Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @Abbott News.

The base pay for this position is

$31.75 – $63.55/hour
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Support Services

DIVISION:

TM Transfusion Medicine:

LOCATION:

United States of America : Remote

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 50 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basis

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

• EEO is the Law link

• English: http://webstorage.abbott.com/common/External/EEO_English.pdf

• EEO is the Law link

• Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf