Field Service Engineer I- Greater Detroit, MI

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Field Service Engineer I will provide on-site technical support, including installation and maintenance of diagnostic equipment, while ensuring customer satisfaction and adherence to compliance guidelines.

Responsibilities:

• Represent Abbott Diagnostic Division to its customers:
• Responsible for providing on-site support to ADD customers
• Support field personnel and the District's business objectives 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 the Quality System by accurately and timely documenting 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
• Integrate effectively into the service team:
• 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 the 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 for working cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T)
• Responsible for maintaining ownership of the customer issue until successful escalation or handoff takes place
• In addition to this, the position requires:
• Superior technical competency
• Pro-Active Account Management
• Complete instrument training across geographical IRL
• Responsible for implementing and maintaining the effectiveness of the quality system
• Provide superior customer service through applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations
• Delight our customers by providing support, including installation, preventive maintenance, and technical support
• Service Bulletins and repair by documenting, following up, and closing calls as per the 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 uptime
• 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 for achieving individual and supporting 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 70%
• Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology
• Practical experience of interfacing with customers