Field Service Engineer (South San Francisco, Burlingame or Santa Clarita, CA)

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. The Field Service Engineer will provide on-site support to customers, ensuring effective installation, maintenance, and troubleshooting of diagnostic equipment while achieving customer satisfaction and organizational goals.

Responsibilities:

• Representing Abbott Diagnostic Division to its customers
• 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
• Flexible working hours
• Unpredictable Travel
• 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 for maintaining ownership of customer issues until successful escalation or handoff 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 forthright and ethical manner
• The position reports to a Service Manager and is accountable to achieve individual and support 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