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 economic profitability, increasing customer 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.
Will interact with Acquisition and Sales Specialist teams; Value Expansion Representative; Area/ Regional Marketing; Customer Support Center and Technical Service; Finance.
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
