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

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 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

About Abbott 

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. 

Our diagnostic solutions are utilized in hospitals, laboratories, and clinics worldwide. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision-making for hundreds of health conditions, ranging from heart attacks to blood disorders, infectious diseases, and cancers. 

Working at Abbott 

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self, and live a full life. You’ll also have access to: 

• 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, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. 

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. 

• A company that is recognized as one of the best big companies to work for, as well as the best place to work for diversity, working mothers, female executives, and scientists. 

The Opportunity 

We have an opportunity for a Field Service Engineer (Transfusion Service Ambassador) to support our Transfusion Medicine Division. 

• This is a field-based remote position.  

• Qualified candidates must reside within 30-minutes of the Norcross, GA area.   

• Travel is required up to 75%.  

What You’ll Work On  

• 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. 

Key Measures of Success 

• Retention Rate 

• Net Promoter Score (NPS) 

• Cost of Service 

• Territory Sales and Growth Targets 

• Account Profitability Improvement 

• First-Line Service KPIs 

Required Qualifications 

• Associate degree or equivalent combination of education and work experience.  

• Minimum of 2 years of relevant experience with instrumentation utilized in a laboratory/blood bank environment. Minimum of 2 years of experience interfacing with customers.   

Preferred Qualifications 

• Bachelor’s degree in biomedical engineering or related engineering field.

• 2–4 years of hands-on experience supporting laboratory instrumentation in a clinical lab, field service, or technical support setting. 

• Demonstrated ability to diagnose and resolve instrument issues (hardware, software, or application) through documented root-cause analysis. 

• Experience managing customer-facing onsite support across multiple accounts or locations. 

• Track record of completing installations, preventive maintenance, upgrades, and commissioning activities. 

• Experience influencing product utilization, service adoption, or menu expansion through customer engagement. 

• Proficiency using Microsoft Word, Excel, and PowerPoint for reporting, documentation, and KPI tracking 

* 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. 

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com 

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. 

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews and @AbbottGlobal. 

     

The base pay for this position is

$31.75 – $63.55/hour

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

TM Transfusion Medicine

        

LOCATION:

United States of America : Remote

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 75 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basis

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf