Field Service Technician

Job description

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 103,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Preferred Locations: 1. Dallas; 2. Austin; 3. Houston

The Field Service Technician is the primary account contact covering capital service and technical support. The position provides on-going proactive capital product support for assigned territory/accounts. The customer experience aspect of this role focuses on increasing customer loyalty and securing retention at assigned accounts.

Responsibilities:

• Provides technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware, software, and disposable issues.
• Performs proactive service support activities to maintain system performance. Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.
• Determines level of urgency of service support requests, develops recommendations and implement solutions that reflect customer and Abbott business need.
• Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.
• Plan and prioritize customer visits and activities to do in each account.
• Coordinate order; delivery and billing of products and/or services in assigned accounts. Monitor inventory and replenish accordingly
• Support the sales team with monitoring and implementation of Service Contract Sales at assigned accounts.
• Partner with Sales Executives to develop account-specific strategy and execution throughout commercial cycle and participate in customer business reviews.
• Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.
• Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.
• Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer's ability to troubleshoot/repair hardware/software and increase knowledge of component replacement.

Qualifications:

• Associates Degree or an equivalent combination of education and work experience

• Minimum 2 years relevant experience with instrumentation utilized in a Cath Lab.

• Minimum 2 years experience interfacing with customers.

• Experience with capital equipment-engineering (preferred).

• Experience with Imaging/OCT (preferred).

• Experience with hospital/medical specific equipment and X-Ray equipment (preferred).

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: