Field Service Engineer, Minneapolis, MN at Abbott

North Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Diagnostics, Medical DevicesIndustries

Requirements

Primary territory in Minneapolis, MN (remote position)
Willingness to travel up to 70%
Valid driver's license

Responsibilities

Act as the primary account management contact for customer accounts, focusing on improving economic profitability, increasing customer loyalty, securing retention, and driving value expansion
Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer
Build promoters and achieve a targeted retention rate
Manage and drive the 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 specialists to minimize overall cost to serve
Coordinate order, delivery, and billing
Implement and maintain the effectiveness of the quality system
Ensure instrument analytical turnaround time (uptime/repair/maintenance)
Conduct customer business reviews (KPI reviews)
Manage customer relationships and thoroughly plan, prepare, and follow up on 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 the eyes of customer
“Sell” or reinforce Abbott’s total solution value offering
Collect and transmit VOC (Voice of Customer)
Drive revenue through menu expansion (utilization of existing products; new product launches), service sales, product promotion, value creation, order management, and contract management
Identify/open doors for opportunities to expand offerings into other departments (prospecting)
Manage customer consumables
Implement new assay applications
Handle value creation and expansion: price management, service sales, free of charge control, menu expansion, lifecycle management of product, service cost management, CPR management, contract lifecycle and compliance
Manage NPS responsibility (hot sheets) and inter-client relationships to build promoters
Ensure analytical turnaround 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
Manage systems & tools: CMS Next tickets (opening & closing), A force use and maintenance (CRM), Paris (reports)
Meet key performance metrics: Retention Rate, Net Promoters Score, Cost of Service, Territory Sales Plan

Skills

Field Service

Account Management

Customer Relationship Management

Customer Retention

Sales

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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