Field Service Engineer (hoover, AL)

Field Service Engineer

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, the student debt program and education benefit - an affordable and convenient path to getting a bachelor's degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position is a remote position. Qualified candidates must currently live in the Hoover, AL area. Travel up towards 50%.

What You'll Work On

• 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.

Required Qualifications:

• Bachelor's degree or equivalent relevant experience required.
• 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

Preferred Qualifications:

• Bachelor's degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.