Field Service Engineer (Transfusion Service Ambassador)- Norcross, GA

Summary

Abbott is a global healthcare leader creating diagnostic solutions and other technologies that improve people's health. The Field Service Engineer will support Abbott's Transfusion Medicine Division by serving as an on-site customer representative, providing technical support for diagnostic instruments, managing issue resolution, and driving customer value and territory growth.

Responsibilities

• Serve as the primary on-site representative of Abbott Diagnostics Division (ADD), acting as a trusted partner to laboratory customers
• Own customer relationships with a focus on retention, customer loyalty, economic profitability, and value expansion
• Provide first-line technical support for complex diagnostic instruments, ensuring uptime, analytical turnaround time, and customer satisfaction
• Manage issue resolution end-to-end, escalating when necessary while maintaining ownership through closure
• Perform instrument installations, commissioning, preventive maintenance, upgrades, and troubleshooting
• Drive revenue growth through menu expansion, service sales, product promotion, and value-based solutions
• Conduct customer business reviews, KPI reviews, and structured customer visits (pre- and post-call planning)
• Identify customer needs, training opportunities, operational pain points, and Voice of Customer (VOC) insights
• Coordinate order management, inventory control, consumables, contracts, and lifecycle management
• Ensure compliance with Abbott Quality Systems, CAPA requirements, regulatory standards, and safety guidelines
• Utilize CRM, service, and reporting systems to document activities, manage tickets, and track performance
• Collaborate cross-functionally with Sales, Marketing, Technical Service, Customer Support, and Finance teams
• Support territory and district business objectives, including on-call coverage, travel, and mentoring of peers

Skills

• * Associate degree or an equivalent combination of education and work experience
• * Minimum 2 years of experience supporting instrumentation used in a laboratory or blood bank environment
• * Minimum 2 years of customer-facing experience providing technical, service, or operational support
• * Ability to travel up to 75% and reside within 30 minutes of Norcross, GA territory
• * Bachelor's degree in Biomedical Engineering or a related engineering discipline
• * 2 to 4 years of experience supporting laboratory instrumentation in a clinical laboratory, field service, or technical support environment
• * Experience diagnosing and resolving hardware, software, or application issues using documented root-cause analysis
• * Experience managing onsite support activities across multiple customer accounts or locations
• * Experience completing instrument installations, preventive maintenance, upgrades, and commissioning activities
• * Experience influencing product utilization, service adoption, or menu expansion through customer engagement
• * Proficiency with Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking
• * Experience using CRM, service management, or customer support systems to document and manage service activities

Qualifications

Must Haves

• * Associate degree or an equivalent combination of education and work experience
• * Minimum 2 years of experience supporting instrumentation used in a laboratory or blood bank environment
• * Minimum 2 years of customer-facing experience providing technical, service, or operational support
• * Ability to travel up to 75% and reside within 30 minutes of Norcross, GA territory

Nice to Haves

• * Bachelor's degree in Biomedical Engineering or a related engineering discipline
• * 2 to 4 years of experience supporting laboratory instrumentation in a clinical laboratory, field service, or technical support environment
• * Experience diagnosing and resolving hardware, software, or application issues using documented root-cause analysis
• * Experience managing onsite support activities across multiple customer accounts or locations
• * Experience completing instrument installations, preventive maintenance, upgrades, and commissioning activities
• * Experience influencing product utilization, service adoption, or menu expansion through customer engagement
• * Proficiency with Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking
• * Experience using CRM, service management, or customer support systems to document and manage service activities

Benefits

• Career development with an international company where you can grow the career you dream of.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement.
• The Freedom 2 Save student debt program.
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• This is a field-based remote position.