Field Service Engineer at Abbott

Primary Job Function

Support Abbott Molecular sales growth by delivering primary levels of instrument field service needed to support customers, field sales, and the technical Support Team.

Attainment of a Field Service Engineer is achieved by consistently engaging in field service activities that are related to both scheduled service and troubleshooting service activities related to Abbott Molecular instrument systems

The individual in this position should also be able to apply basic levels of engineering theory to understand root cause issues/ problems and apply solutions to those problems

Service-related activities and findings must be documented in the Abbott Molecular call management database that is part of the Abbott Molecular Quality System precisely and in a timely manner.

Job Responsibilities

Responsible for implementing and maintaining the effectiveness of the quality system.

Provide system technical support for Abbott Molecular instrument systems. The essential job functions needed to perform this job include:

• Provide on demand front line field service support to Abbott Molecular customers.
• Install and verify proper operation of instrument systems in a customer diagnostic laboratory setting.
• Perform scheduled preventative maintenance interventions that include calibration, hardware or software upgrades,and verify work completed.
• Become a technical subject matter expert on current and new instrument products.
• Troubleshoot instrument system problems through telephone support, log file reading, or on-site client visitations.
• Maintain a repair parts inventory and provide input on parts usage related to failures.
• Actively participating in area or worldwide conference calls, service summits, expert meetings and workshops.
• Providing back-up service support outside of assigned territory as needed.
• Provide technical support at Abbott trade shows, sales demonstrations, and customer sites.
• Maintaining and managing your own spare parts field service inventory kits according to defined procedures and service recommendations.
• Create and maintain service records and documents, using a call management system.
• Provide feedback and communication to enhance technical service documents and bulletins that will be used by other field service personnel.
• Provide communication updates to the service manager and other service staff colleagues.

The candidate will use fundamental engineering-based skills to support Abbott Molecular instrument systems that are installed in customer sites within AMT (Africa, Middle East, & Turkey).

Candidate applicants for this position will be required to visit customer sites and travel to sites approximately 70% of the time

The candidate will be expected to support the AMT region and travel on demand to a customer location. Additional travel can include- trade shows, technical expert meetings and travel to other locations to provide back up support to other Abbott territories.

Minimum Experience/Training Required

• Knowledge of regulations and standards affecting IVDs and Biologics.
• The selected individual is responsible for achieving service excellence through technical abilities and must be able to confidently demonstrate the assurance to meet client expectations
• Candidates applying for this position should have skills and experience, which minimally meet the following requirements:
• Have an ability to troubleshoot and repair electromechanical instrument systems.
• Excellent communication skills- including both verbal and written.
• Pay attention to details and strive for technical excellence in your work.
• Listen to the customer, understand each service situation and provide a response that meets or exceeds customer expectations.
• Have the ability to demonstrate proper etiquette and empathy for each customer interaction.
• Ability to work with other internal Abbott cross-functional groups including system application specialists and field sales representatives.
• Ability to document work performed and be well organized.
• Ability to understand and troubleshoot software-based PC programs
• Ability to use standard application software such as- SharePoint, MS Word, Excel, and Access.
• Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.
• Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.

Experience/Education

• A minimum of 1 years’ experience within a Field Service Role having dealt with Medical Devices OR Diagnostics OR Laboratory Instrumentation
• University degree OR Diploma in Electrical Engineering OR Biomedical Engineering OR Related.