Field Service Engineer - (Medical Instrumentation) - Pittsburgh, PA

Abbott Laboratories Pittsburgh , PA 15201

Posted 2 months ago

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Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 113,000 colleagues serve people in more than 160 countries.

PLEASE NOTE: This is not an active open requisition. We are building a candidate slate for a future opening.

About Abbott Diagnostics:

The key to successful treatment and full recovery is often fast, accurate diagnosis. Abbott's life-changing tests and diagnostic tools provide insights that enable smarter, faster decisions and transform the way the world is managing health.

Our pioneering technology spans the world of healthcare operations - with medical diagnostic instruments, tests, automation and informatics solutions for hospitals, reference labs, blood centers, emergency departments, physician offices and clinics.

WHAT YOU'LL DO

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.

RETENTION RATE:

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)

REVENUE:

Menu expansion (utilization of existing products; new product launches)
Service sales
Product promotion
Value creation
Order management
Contract management
Identify/open door for opportunity to expand offering into other departments (prospecting; not doing)
Customer consumables management
New assay applications

VALUE CREATION AND EXPANSION:

Price management
Service sales
Free of charge control
Menu expansion
Lifecycle management of product
Service cost management
CPR management
Contract Life Cycle and Compliance

BUILD PROMOTERS:

NPS responsibility (hot sheets)
Management of inter-client relationships

ANALYTICAL TURN AROUND TIME:

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

SYSTEMS & TOOL MANAGEMENT:

CMS Next tickets (opening & closing)
Aforce use and maintenance (CRM)
Paris (reports)

Key Performance Metrics:

Retention Rate
Net Promoters Score
Cost of Service
Territory Sales Plan achievement - Base business sales and new business growth
Account EP Plan improvement
First Line Service KPIs

Accountability:

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.

EDUCATION AND EXPERIENCE YOU'LL BRING

Required

Bachelor's degree or equivalent relevant experience required.
Bachelor's degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.
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
Experience providing technical product application and/or hardware support.
Experience interfacing with customers
Strong people management and communication skills
Trouble shooting/problem solving skills
Computer skills (word, excel, power point, internet savvy)
Shows ability to prioritize independently
Negotiation skills
Demonstrate sales skills
Commitment to customers
Service-minded

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

Training and career development, with onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on LinkedIn at www.linkedin.com/company/abbott-/, on Facebook at http://www.facebook.com/Abbott and on Twitter @AbbottNews.

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