Abbott

Field Service Engineer (Diagnostics / Lab Automation)

Abbott • $55K — $110K *
Morgantown, WV 26505In-Person
Healthcare
Less than 5 years of experience
Reposted Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Associate's Degree or equivalent experience
  • 2 years of relevant experience with laboratory instrumentation
  • 2 years of experience interfacing directly with customers
  • Technical understanding of hardware, software, and reagent issues
  • Ability to develop customer training programs for self-sufficiency

Responsibilities

  • Implement and maintain the effectiveness of the quality system
  • Provide Level I and II technical support for product performance
  • Perform proactive service support activities to enhance system performance
  • Document customer complaints and resolutions accurately and timely
  • Prepare and execute training sessions to enhance customer knowledge and skills
  • Coordinate product delivery and service billing for assigned accounts
  • Build strong customer relationships to identify value expansion opportunities

Benefits

  • Comprehensive health and wellness benefits
  • Supportive family care resources
  • Opportunities for professional development and training
  • Flexible work environment
  • Performance-based incentives
Full Job Description
JOB DESCRIPTION:

Field Service Engineer (Diagnostics / Lab Automation)

The Opportunity
  • This position is a Field Service based role.
  • Qualified candidates must currently live in the Morgantown, West Virginia area.
  • Relocation assistance is not authorized for this position


The Field Service Engineer is the primary automation account contact covering both technical support and customer experience. The position provides ongoing proactive product support for assigned accounts. The customer experience aspect of this role will focus on increasing customer loyalty; securing retention; and driving value expansion at assigned accounts.

What You'll Work On
  • Responsible for implementing and maintaining the effectiveness of the quality system.
  • Provides technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware; software; and reagent issues.
  • Level I support is defined to a specific set of error codes that could be repaired in less than1.5 hrs.
  • Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.
  • Performs proactive service support activities to maintain system performance.
  • Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.
  • Determines level of urgency of service support requests; develops recommendations and implements solutions that reflect customer and Abbott business needs.
  • Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.
  • Plan and prioritize customer visits and activities to do in each account.
  • Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer's ability to troubleshoot/repair analyzers and increase knowledge of component replacement and assays.
  • Coordinate order delivery and billing of products and/or services in assigned accounts. Monitor inventory and replenish accordingly.
  • Partner with the Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution throughout the commercial cycle and participate in customer business reviews.
  • Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.
  • Responsible for achieving revenue generation goals in assigned accounts.
  • Accountable for customer satisfaction; loyalty and value expansion revenue in assigned accounts. Makes decisions on parts utilization within the pre-approved budget range for the role. Parts utilization decisions outside of the pre-approved budget range require management approval. Accountable for on-hand trunk inventory accuracy.
  • 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


Required Qualifications
  • Associate's Degree or equivalent experience
  • Minimum Experience / Training Required
  • 2 years of relevant experience with instrumentation utilized in a laboratory environment
  • 2 years of experience interfacing with customers


Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.

The base pay for this position is
$26.50 - $53.00/hour
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Support Services

DIVISION:
CRLB Core Lab

LOCATION:
United States of America : Remote

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
Yes, 25 % of the Time

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:
Awkward/forceful/repetitive (arms above shoulder, bent wrists), Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basis

About Abbott

Abbott Careers

Joining Abbott means becoming part of a globally diverse team dedicated to making a lasting impact on human health. As a leader in healthcare innovation, Abbott provides a dynamic workplace where careers flourish through growth, leadership, and diversity training.

Opportunities at Abbott

Explore a world of opportunities with our team. Whether you're seeking job opportunities in engineering, marketing, research, or healthcare, Abbott offers a variety of positions that allow professionals to grow their careers. Our commitment to diversity and innovation is evident in every aspect of our work, fostering an inclusive culture that values each team member's contribution.

Work You'll Do

At Abbott, every role contributes to our mission of helping people live fuller lives through better health. From groundbreaking research in medical devices to advancements in pharmaceuticals, our team is at the forefront of healthcare innovation. By joining Abbott, you are not just accepting a job; you are embarking on a path of professional and personal growth.

Internship Programs

Kickstart your career with an Abbott internship. Our programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Abbott work on projects that matter, gaining the experience and knowledge necessary to succeed in their future careers.

Professional Development

Abbott is dedicated to the continuous professional development of its employees. With access to cutting-edge technology, leadership programs, and diversity training, our team members are equipped to lead and innovate within the healthcare industry. We support your career journey with robust training programs, mentorship, and opportunities for networking and professional growth.

Benefits and Culture

Our employees enjoy comprehensive benefits designed to support their life and well-being. From health insurance to retirement plans, we ensure our team has everything they need to thrive. Abbott's culture is built on a foundation of respect and integrity, united by a shared commitment to improving health outcomes.

Join Our Team

Discover the impact you can make with a career at Abbott. We are hiring individuals who are passionate, curious, and driven to lead. Search open positions that match your skills and interests on our Jobs page. Prepare your resume, sharpen your interview skills, and get ready to join a team that's at the cutting edge of healthcare solutions.

Stay Connected

Keep up to date with career tips, industry insights, and company news—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive job alerts and insider tips tailored to your preferences.

Explore Abbott

With a commitment to improving life through innovation, leadership, and diversity, Abbott is a place where you can fulfill your potential. See what exciting and rewarding opportunities await at Abbott by exploring our career opportunities today.

SEARCH ABBOTT JOBS

Join us in our mission to make the world a healthier place through innovation, leadership, and diversity. Your journey to a fulfilling career at Abbott starts here.
Learn more about Abbott
Size
113,000 employees
Market Cap
$189 billion
Industry
Healthcare
Net Income
$4.4 billion
Founded
1944
5 Year Trend
+15.6%
Revenue
$34.6 billion
NASDAQ
ABT
* Ladders Estimates

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