Field Service Engineer (Transfusion Service Ambassador) - Virginia / DMV Area

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

The Opportunity

• This is a field-based remote position.
• Qualified candidates must reside within Virginia or the DMV territory.
• 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.

The base pay for this position is $29.73 – $59.47 per hour. In specific locations, the pay range may vary from the range posted.