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Field Service Engineer - New Orleans

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Abbott

28d ago

  • Job
    Full-time
    Mid Level
  • Engineering
  • New Orleans
    Remote

AI generated summary

  • You must have superior technical competency and proactive account management skills, with the ability to provide exceptional customer service and resolve high-stress situations efficiently. A bachelor's degree or relevant experience is required, with 50% travel.
  • You will provide on-site support to customers, troubleshoot and resolve complaints, ensure compliance, manage inventory, work within a team, and maintain a safe work environment.

Requirements

  • 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 in order to build loyalty while proactively managing and resolving high-stress situations
  • Delight our customers by providing support including installation; Preventive Maintenance; Technical
  • Service Bulletins and repair by documenting; following-up; and closing calls as per 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 up time
  • 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 50%.
  • 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, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills.

Responsibilities

  • Represent Abbott Diagnostic Division to its customer:
  • Responsible for providing on-site support to ADD customers
  • Support field personal and District business objective 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 Quality System by accurate and timely documentation of 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 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 to work cross functionally to achieve customer satisfaction through direct communication
  • within the local performance partnership teams (P2T).
  • Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.

FAQs

What is the primary goal of a Field Service Engineer in New Orleans?

The primary goal of a Field Service Engineer in New Orleans is to provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance, to achieve customer loyalty and economic profitability.

How should a Field Service Engineer in New Orleans respond to customer needs?

A Field Service Engineer in New Orleans should go above and beyond to respond to customer needs by partnering with sales, marketing, and other functional areas while adhering to current compliance guidelines.

Science & Healthcare
Industry
10,001+
Employees
1888
Founded Year

Mission & Purpose

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 113,000 colleagues serve people in more than 160 countries.

Benefits

  • Medical

    Our medical options provide employees and their eligible family members, including domestic partners, with extensive coverage and protection against major medical expenses. Coverage is available from the first day of employment. All of the options cover preventive care, inpatient and outpatient care, routine office visits, prescription drugs, physical therapy, home healthcare, mental health/substance abuse treatment and hospice care. In addition, our medical options offer numerous programs and services that can help employees improve and maintain their health, better manage illnesses and receive better value for their healthcare dollars.

  • Dental

    Our dental plan helps employees pay for the costs of dental care for themselves and their eligible family members. Coverage is available from the first day of employment. Participants may take advantage of reduced out-of-pocket costs when they use dentists in a nationwide network of participating providers. Our dental plan pays for preventive, restorative and surgical services, as well as orthodontia, at varying levels of coverage.

  • Vision Care

    With our vision care plan, we offer employees an affordable way to maintain eye health and receive discounts on eyewear. Coverage is available from the first day of employment.

  • Wellness Programs

    Our wellness programs and resources are designed to promote overall health and well-being: Seminars on stress and anxiety, personal and work relationships, meditation and mindfulness, healthy habits, and balancing work and family needs. Programs to encourage being physically active, eating healthier, managing health conditions, getting quality sleep, and becoming more resilient. On-site screenings and immunizations at some locations to promote prevention and early detection. On-site fitness centers at some locations that offer classes, fitness assessments and personal training. Health fairs, fitness events, steps challenges and exercise competitions