Primary Function

The Senior / Field Service Engineer (FSE) partners with customers / distributors to driving and coordinating all technical and administrative support activities including installation, repair, preventative maintenance, engineering change upgrades, troubleshooting and complaint resolution.

This position also serves as an engineering consultant during pre-and post-sales activities. The FSE will be expected to build and maintain strong relationships across district Service and Support teams, Marketing and Commercial to maximize sales growth, support instrument uptime and customer satisfaction.

Senior Field Service Engineer will act as technical trainer to provide technical training to internal and distributor service team, including technical service specialist and FSEs. He / She is expected to participate actively in customer business review to assist the commercial team to drive customer retention and instrument utilization. He / She is responsible to develop and coach Abbott best practices and processes for the distributor service team and help them to succeed in their business.

Major Responsibilities

• Assist with interfacing between the field organization and internal support structure by providing timely onsite technical assistance to customers, distributors, field application specialists and territory country managers.

• Provide on demand field service support to customers / distributors. Coordinate and prioritize service requests to establish best intervention method and ensure customers / distributor satisfaction.

• Establish and maintain relationships with customers / distributors to ensure their success utilizing Abbott products and services.

• Coordinate new installations and participate in large-scale installations that require facility inspections and instrument verification.

• Demonstrate technical competence while installing, upgrading hardware or software, repairing, and performing preventative maintenance for Abbott products in a defined territory.

• Troubleshoot instrument system problems through Abbottlink, telephone support, log file reading, or on-site client visitations.

• Provide effective problem resolution assistance to customers / distributors.

• Partner with territory country managers to coordinate new system placements, promote upgrades and timely contract renewals.

• Utilize and maintain up to date service documents, field service bulletins, SOP’s and facilitate remote connectivity to customer instrumentation.

• Maintain proper inventory levels and control accuracy of service parts to promote first-time fix.

• Remain compliant with administrative responsibilities and business expectations.

• Comply with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met.

• Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures, and work practices with the intent of preventing or minimizing accidental exposures to self, colleagues and / or the environment.

Education

• Senior Field Service Engineer - BSc Degree in Engineering, with minimum five years relevant professional experience (preferred).

• Field Service Engineer - BSc Degree in Engineering, with minimum two years relevant professional experience

• BSc in Mechanical, Electrical or Biomedical Engineering (preferred).

• Professional experience of at least two years in the Clinical Diagnostics environment. (preferred).

Background

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

• Knowledge of regulations and standards in IVDs and Biologics.

• Basic IT/networking knowledge

• Have an ability to troubleshoot and repair electromechanical instrument systems.

• A forward thinker who can prevent problems before they arise, flexible often dealing with ad-hoc queries from customers

• Ability to understand and troubleshoot software-based PC programs

• Ability to operate laboratory instrumentation including multi-meters, and data acquisition equipment.

• Understanding the fabrication of parts, electromechanical motion control, and mechanical alignment is essential.

• Comprehend, understand, and maintain quality compliance initiatives and procedures that are used within the organization.

• Willing to travel to customer site more than 50% of the time and available for afterhours onsite support as required.

• Current Driving License (preferred)

• Excellent communication skills – including both verbal and written.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com