Field Service - Transfusion Service Ambassador-- Cincinnati, OH

Field Service Engineer (Transfusion Service Ambassador)

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 122,000 colleagues serve people in more than 160 countries.

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 Cincinnati, OH
• 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, focusing 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 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.

Preferred Qualifications

• 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.

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

The base pay for this position is $31.75 $63.55 per hour. In specific locations, the pay range may vary from the range posted.