Abbott Field Service Engineer - Customer Support Specialist (Northern Virginia) in Alexandria, Virginia
At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
This is a remote opportunity, but the incumbent has to live in Fairfax, Alexandria, Chantilly, Leesburg, VA or surrounding areas
Primary Job Function:
Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion; partnership and performance. Efficiently provide technical support solutions including installation; corrective; pre-emptive and proactive maintenance. Go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.
Represent Abbott Diagnostic Division to its customer:
o Responsible for providing on-site support to Abbotts’ Diagnostic Division (ADD) customer’s
o Support field personal o Support District business objective and goals
o Provide direction and develop mentoring skills to mentor other Field Service Representatives (FSRs)
o Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service (FS) Business Process database
o Understand and follow Quality System by
o Accurate and timely documentation of complaint resolution
o Understand and practice regulatory and compliance procedures
o Maintain a safe work environment following laboratory safety guidelines
o Schedule and complete
o Routine preventive maintenance
o Installations and other updates provided by Abbott.
Integrate effectively into the service team:
o Work effectively within a diverse and dynamic team environment
o Support on call rotation
o Time; territory and inventory management
o Standby and after hours’ responsibilities
o Flexible working hours
o Unpredictable Travel
o Travel for support of other territories and training
o 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.
In addition to this position requires:
a) superior technical competency
b) Pro-Active Account Management
c) complete instrument training across geographical IRL
Core Job Responsibilities:
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
Position Accountability / Scope:
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.
Minimum Experience / Training Required:
Bachelor’s degree or equivalent relevant experience required. Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred. Practical experience of interfacing with customers preferred.
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.
Basic English skills are preferred (written and oral). Proficiency in local language required.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email firstname.lastname@example.org