Field Service Engineer I- Nashville, TN

About Abbott

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 115,000 colleagues serve people in more than 160 countries. Abbott’s diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments, and informatics systems are often the first step in patient care decision-making for hundreds of health conditions, from heart attacks to blood disorders to infectious diseases and cancers.

About the Role

This position is remote, covering the Nashville, TN territory. You must have a valid driver’s license. The role focuses on becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. You will provide technical support solutions including installation, corrective, preventive, and proactive maintenance while partnering with sales, marketing, and other functional areas.

Responsibilities

• Represent Abbott Diagnostic Division to its customers by providing on-site support.
• Support field personnel and district business objectives and goals.
• Provide direction and mentorship to other Field Service Representatives (FSRs).
• Troubleshoot and resolve 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 accurately and timely documenting complaint resolution.
• Adhere to regulatory and compliance procedures and maintain a safe work environment following laboratory safety guidelines.
• Schedule and complete routine preventive maintenance, installations, and updates.
• Work effectively within a diverse and dynamic team environment, including supporting on-call rotation, time, territory, and inventory management.
• Handle standby and after-hours responsibilities, including flexible working hours and unpredictable travel for support of other territories and training.
• Provide on-site critical account support inside and outside of district boundaries.
• Maintain ownership of customer issues until successful escalation or handoff takes place.
• Work cross-functionally to achieve customer satisfaction through direct communication within local performance partnership teams (P2T).
• Implement and maintain the effectiveness of the quality system.
• Provide superior customer service through effective communication skills to build loyalty and proactively manage high-stress situations.
• Deliver support including installation, preventive maintenance, technical service bulletins, and repair by documenting, following up, and closing calls as per Abbott Diagnostics' quality system.
• Partner cross-functionally and internally to resolve issues efficiently and exceed customer needs.
• Achieve 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 uptime.
• Proactively improve expertise through continuous learning and certifications.
• Represent Abbott Diagnostics professionally, ethically, and forthrightly to assigned customers.

Requirements

• Bachelor’s degree or equivalent relevant experience required.
• Travel up to 90%.

Preferred Qualifications

• Bachelor’s/Engineering Degree in Bio Medical, Electrical, Mechanical, or Medical Technology.
• Practical experience interfacing with customers.

Skills

• Troubleshooting and problem-solving.
• Ability to succeed in team situations and excel independently.
• Computer skills (Word, Excel, PowerPoint, Internet, Remote Computing, e.g., VPN, remote troubleshooting).
• Effective communication and strong interpersonal skills.

Benefits

• Career development with an international company.
• Free medical coverage in the Health Investment Plan (HIP) PPO medical plan (employees may qualify in the next calendar year).
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, Freedom 2 Save student debt program, and FreeU education benefit for affordable bachelor’s degrees.
• Recognition as a great place to work in dozens of countries and as one of the most admired companies by Fortune.
• Recognition as a best place to work for diversity, working mothers, female executives, and scientists.

Learn more about our health and wellness benefits at www.abbottbenefits.com.

Pay

The base pay for this position is $22.45 – $44.85 per hour. In specific locations, the pay range may vary from the range posted.