Field Service Engineer (Transfusion Service Ambassador) (Las Vegas, NV) at Abbott

Las Vegas, Nevada, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, DiagnosticsIndustries

Requirements

Currently live in the Las Vegas, NV area (remote position)
Ability to travel up to 50%

Responsibilities

Act as the primary account management contact for customers, focusing on improving economic profitability, increasing customer loyalty, securing retention, and driving value expansion
Build promoters and achieve targeted retention rate
Manage and drive 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; 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 Abbott and ADD brand image in the eyes of customers
“Sell” or reinforce Abbott’s total solution value offering
Collect and transmit Voice of Customer (VOC)
Ensure assay availability and performance
Perform instrument installation and commissioning
Provide first-line level service/fixes
Handle TSBs (hardware and software upgrades)
Conduct proactive monitoring and communication via Abbott Link
Manage escalation and support
Manage customer inventory
Use and maintain systems and tools: CMS Next tickets (opening and closing), Aforce (CRM), Paris (reports)
Represent Abbott and ADD brand to customers with emphasis on laboratory management; interact with Acquisition and Sales Specialist teams, Value Expansion Representative, Area/Regional Marketing, Customer Support Center, Technical Service, and Finance
Make decisions on reagent utilization for integrations and troubleshooting product replacement, impacting annual supply budget of approximately $3.0MM for US, considering financial and customer implications
Contribute critically to the effectiveness of the CAPA system

Skills

Field Service

Account Management

Customer Retention

Customer Loyalty

Healthcare Diagnostics

Medical Devices

Transfusion Services

Travel

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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