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

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 Division. 

• 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 

* 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.