About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems is often the first step in patient care decision making for hundreds of health conditions, from heart attacks to blood disorders to infectious diseases and cancers.
Working at Abbott
At Abbott, you can do work that matters, grow, 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 a high employer contribution
- Tuition reimbursement, the [Freedom 2 Save](https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program and [FreeU](https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) 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 remote location.
- Territory: Greater Detroit, MI
- Must have a Valid Driver’s License.
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.
What You’ll Work On
- 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 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:
a) superior technical competency
b) Pro-Active Account Management
c) 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
Required Qualifications:
- Bachelor’s degree or equivalent relevant experience required.
- Travel up to 70%.
Preferred Qualifications:
- Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology.
- Practical experience of interfacing with customers.
Additional Skills:
- Trouble shooting/problem solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, PowerPoint, Internet, Remote Computing, i.e VPN, remote troubleshooting, etc.), effective communication skills, and strongly demonstrated interpersonal skills.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
