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Field Service Engineer – Transfusion Service Ambassador
Location
Virginia
Posted
62 days ago
Salary
$29 - $59 / hour
Seniority
Mid Level
Job Description
Field Service Engineer – Transfusion Service Ambassador
Abbott
• Serve as the primary on-site representative of Abbott Diagnostics Division (ADD), acting as a trusted partner to laboratory customers. • Own customer relationships with a focus on retention, customer loyalty, economic profitability, and value expansion. • Provide first-line technical support for complex diagnostic instruments, ensuring uptime, analytical turnaround time, and customer satisfaction. • Manage issue resolution end-to-end, escalating when necessary while maintaining ownership through closure. • Perform instrument installations, commissioning, preventive maintenance, upgrades, and troubleshooting. • Drive revenue growth through menu expansion, service sales, product promotion, and value-based solutions. • Conduct customer business reviews, KPI reviews, and structured customer visits (pre- and post-call planning). • Identify customer needs, training opportunities, operational pain points, and Voice of Customer (VOC) insights. • Coordinate order management, inventory control, consumables, contracts, and lifecycle management. • Ensure compliance with Abbott Quality Systems, CAPA requirements, regulatory standards, and safety guidelines. • Utilize CRM, service, and reporting systems to document activities, manage tickets, and track performance. • Collaborate cross-functionally with Sales, Marketing, Technical Service, Customer Support, and Finance teams. • Support territory and district business objectives, including on-call coverage, travel, and mentoring of peers.
Job Requirements
- Associate degree or equivalent combination of education and work experience.
- Minimum of 2 years of relevant experience with instrumentation utilized in a laboratory/blood bank environment.
- Minimum of 2 years of experience interfacing with customers.
- Preferred Qualifications: Bachelor’s degree in biomedical engineering or related engineering field.
- 2–4 years of hands-on experience supporting laboratory instrumentation in a clinical lab, field service, or technical support setting.
- Demonstrated ability to diagnose and resolve instrument issues (hardware, software, or application) through documented root-cause analysis.
- Experience managing customer-facing onsite support across multiple accounts or locations.
- Track record of completing installations, preventive maintenance, upgrades, and commissioning activities.
- Experience influencing product utilization, service adoption, or menu expansion through customer engagement.
- Proficiency using Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking.
Benefits
- Career development with an international company where you can grow the career you dream of.
- Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan.
- An excellent retirement savings plan with a 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 the best place to work for diversity, working mothers, female executives, and scientists.
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