Field Service Engineer (Transfusion Service Ambassador) (Las Vegas, NV)
Las Vegas, NV
Full-time
Remote
$31.60/hr - $63.20/hr
Entry, Mid Level
Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Field Service Engineer (Transfusion Service Ambassador) will act as the primary account management contact with customers, focusing on improving profitability, increasing loyalty, and providing technical support. Responsibilities include managing customer relationships, delivering first-line support, and ensuring the effectiveness of the quality system.
Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer.
The Ambassador operates as primary account management contact with customer account; with a focus to improve economic profitability, increase customer loyalty, secure retention, and drive value expansion.
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).
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.
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.
This position is a very visible and will influence customer purchase decisions.
Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for US.
Considers financial and customer implications as part of decision making.
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.
