Role Description This position is remote location. - Territory: Greater Detroit, MI - Must have a Valid Driver’s License. - 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 customers: - Responsible for providing on-site support to ADD customers. - Support field personnel and the District's business objectives 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 the Quality System by accurately and timely documenting 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 the 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 for working cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T). - Responsible for maintaining ownership of the customer issue until successful escalation or handoff takes place. - In addition to this, the position requires: - Superior technical competency. - Pro-Active Account Management. - 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 to build loyalty while proactively managing and resolving high-stress situations. - Delight our customers by providing support, including installation, preventive maintenance, and technical support. - Service Bulletins and repair by documenting, following up, and closing calls as per the 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 uptime. - 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. Qualifications - Bachelor’s degree or equivalent relevant experience required. - Travel up to 70%. Preferred Qualifications - Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology. - Practical experience of interfacing with customers. Additional Skills - Troubleshooting/problem solving. - Ability to succeed in team situations and excel independently. - Computer skills (Word, Excel, PowerPoint, Internet, Remote Computing, i.e., VPN, remote troubleshooting, etc.). - Effective communication skills. - Strongly demonstrated interpersonal skills. Benefits - 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 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 a best place to work for diversity, working mothers, female executives, and scientists.