Field Service Engineer I-Birmingham, Alabama

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Field Service Engineer I role involves providing on-site support to customers, troubleshooting and resolving complaints, and ensuring compliance with quality and regulatory procedures.

Responsibilities:

• Represent Abbott Diagnostic Division to its customers:
• Responsible for providing on-site support to ADD customers
• Support field personnel and District 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 accurate and timely documentation of 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
• 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 to work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T)
• Responsible for maintaining ownership of customer issues until successful escalation or hand-off takes place
• 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
• Service Bulletins and repair by documenting, following up, and closing calls as per Abbott Diagnostics quality system
• Partner cross-functionally and internally while maintaining positive relationships and ensuring 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
• The 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

Requirements:

• Bachelor's degree or equivalent relevant experience required
• Travel up to 50%
• Must have a Valid Driver's License
• Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology
• Practical experience of interfacing with customers