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    Field Service Engineer - Springfield, United States - Abbott Laboratories

    Abbott Laboratories
    Abbott Laboratories Springfield, United States

    1 month ago

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    Abbott Laboratories background
    Description
    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.
    About Abbott
    Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

    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.
    Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
    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 Springfield, MA

    area.
    Travel up towards to 30%


    Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance.

    Efficiently provide technical support solutions including installation, corrective, pre-emptive and proactive maintenance.

    Go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.

    What You'll Work On

    Represent Abbott Diagnostic Division to its customer:
    Responsible for providing on-site support to ADD customers.
    Support field personal and District business objective and goals
    Provide direction and develop mentoring skills to mentor other FSRs.

    Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database.

    Understand and follow Quality System by accurate and timely documentation of complaint resolution.
    Understand and practice regulatory and compliance procedures.
    Maintain a safe work environment following laboratory safety guidelines.
    Schedule and complete routine preventive maintenance, installations and other updates provided by Abbott.

    Integrate effectively into the service team:
    Work effectively within a diverse and dynamic team environment.
    Support on call rotation
    Time, territory, and inventory management
    Standby and after-hours responsibilities
    Flexible working hours
    Unpredictable Travel
    Travel for support of other territories and training
    Providing on-site critical account support inside and outside of district boundaries.

    Responsible for IRL ownership to achieve organizational goals and customer satisfaction.
    Responsible to work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).
    Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.

    In addition to this position requires:
    a) superior technical competency
    b) Pro-Active Account Management
    c) complete instrument training across geographical IRL.
    Responsible for implementing and maintaining the effectiveness of the quality system.

    Provide superior customer service; through applying effective communication skills in order to build loyalty while proactively managing and resolving high stress situations.

    Delight our customers by providing 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 while maintaining positive relationships and ensure issues are resolved efficiently and satisfactorily while exceeding customer needs.

    Successfully achieve the 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 up time.
    Proactively improve expertise through continuous learning and certifications
    Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional
    forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.
    Must be able to influence other areas to achieve business goals.


    Required Qualifications:
    Bachelor's degree or equivalent relevant experience required.
    Travel up towards 30%.


    Preferred Qualifications:
    Bachelors/Engineering

    Degree in Bio

    Medical/Electrical/Mechanical

    or Medical Technology.
    Practical experience of interfacing with customers.


    Additional Skills:


    Trouble shooting/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.


    • Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
    Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:


    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

    , on Facebook at

    and on Twitter @AbbottNews and @AbbottGlobal.

    The base pay for this position is $31.55 – $63.15 per hour. In specific locations, the pay range may vary from the range posted.

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