Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Field Service Engineer will act as the primary account management contact with customers, focusing on improving profitability, increasing loyalty, and delivering technical support and troubleshooting for Abbott Diagnostics products.
Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer.
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.
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)
Menu expansion (utilization of existing products; new product launches)
Service sales
Product promotion
Value creation
Order management
Contract management
Identify/open door for opportunity to expand offering into other departments (prospecting; not doing)
Customer consumables management
New assay applications
Price management
Service sales
Free of charge control
Menu expansion
Lifecycle management of product
Service cost management
CPR management
Contract Life Cycle and Compliance
NPS responsibility (hot sheets)
Management of inter-client relationships
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
CMS Next tickets (opening & closing)
Aforce use and maintenance (CRM)
Paris (reports)
Retention Rate
Net Promoters Score
Cost of Service
Territory Sales Plan achievement – Base business sales and new business growth
Account EP Plan improvement.
First Line Service KPIs
Be the representative of Abbott and the ADD brand to the customer with emphasis on laboratory management.
Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for US.
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.
Qualification
Required
Bachelor’s degree or equivalent relevant experience required.
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
Computer skills (word, excel, power point, internet savvy)
Shows ability to prioritize independently
Negotiation skills
Demonstrate sales skills
Commitment to customers
Service-minded
Preferred
Bachelor’s degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.
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 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.
Abbott is a healthcare company that is engaged in pharmaceuticals and manufacturing healthcare products.
