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Abbott · 1 month ago

Field Service Automation Engineer

Illinois, United States

Full-time

Hybrid

Mid Level

$31.75/hr - $63.55/hr

Abbott is a global healthcare leader that creates breakthrough science to improve people’s health. The Field Service Automation Engineer will provide technical support solutions, including installation and maintenance, while ensuring customer satisfaction and adhering to compliance guidelines.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

Responsibilities

Represent Abbott Diagnostic Division to its customer :

Responsible for providing on-site support to ADD customers

Support field personal and District business objective 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 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

Travel for 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 to maintain ownership of customer issue 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 in order to build loyalty while proactively managing and resolving high stress situations

Delight our customers by providing support including installation; Preventive Maintenance; 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 ensure 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 up time

Proactively improve expertise through continuous learning and certifications

Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional

Qualification

TroubleshootingCustomer ServiceTechnical SupportBiomedical EngineeringRemote ComputingEffective CommunicationInterpersonal SkillsTeam Collaboration

Required

Bachelor's degree or equivalent relevant experience required

Travel up towards 30%

Preferred

Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology

Practical experience of interfacing with customers

Trouble shooting/problem solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills