Job: Field Service Rep II

Jobing Description

PRIMARY JOB FUNCTION:
Represent Abbott Diagnostic Division to its customer:

o Responsible for providing on-site support to ADD customers:
- Support field personal
- Support District business objective and goals
- Provide direction and develop mentoring skills to mentor other FSRs
- Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the FS Business Process database

o Understand and follow Quality System by:
- Accurate and timely documentation of complaint resolution
- Understand and practice regulatory and compliance procedures
- Maintain a safe work environment following laboratory safety guidelines

o Schedule and complete:
- Routine preventive maintenance
- Installations and other updates provided by Abbott

o Integrate effectively into the service team:
- Work effectively within a diverse and dynamic team environment
- Support on call rotation
- Time, territory and inventory management
- Standby and after hours responsibilities
- Flexible working hours
- Unpredictable Travel
- Travel for support of other territories and training
- Providing on-site critical account support inside and outside of district boundaries.

Responsible for IRL ownership to achieve organizational goals and customer satisfaction.

Responsible to work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).

Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.

CORE JOB RESPONSIBILITIES:
Responsible for implementing and maintaining the effectiveness of the quality system.

Diagnose root cause of a compliant using logical systematic troubleshooting:
o Develop mentoring skills to mentor district FSRs

o Provide critical account management by:
- Understand and follow escalation process for timely resolution of difficult problems
- Second level support when appropriate.
Seeks to support other FSRs
Additional troubleshooting go to person
- Validate compliant resolution by understanding and applying appropriate:
Verification procedures
Calibration
Control runs
Customer requirements

Partnering with the customer:
o Increase customer self-sufficiency:
- Reduce call activity by developing the customer s ability to troubleshoot/repair their analyzer(s)
- Provide on-site training and work shop
- Increase customer s knowledge of component replacement
Encourages a customer to troubleshoot complex analyzers over the phone
- Involve customer in decision concerning their service event
- Update customer on progress
- Ensure service action plan acceptable with customer

o Confirm satisfaction during closure of service event

o Adherence to proper call documentation
- Work efficiently with:
Laptop computer
* Navigator skills
Personal Digital Assistant (PDA)
* Pathfinder skills
Printers (Printer drivers)
Uses software applications as it apply to the position

Works effectively within a team environment:
o Works Independently as well as within a close-knit cross functional group:
- Develop leadership in the district
- Service moderate to highly complex instrumentation
- Proficient knowledge of moderate to highly complex instrumentation
- Repairing complex analyzers
- Exudes a positive attitude with every task assigned.
- Support the goals of the organization and the District
- Willing to take on new responsibilities and special projects as required by DSM or upper-management

o Effective communication skills
- Verbal and written

o Manage and care of organizational resources
- Demonstrates an excellent understanding of:
The business aspects of Abbott Diagnostics
The sales strategies; target accounts and helping to move the sales process forward.
- Mentor other FSRs

o Follows all policies and procedures

o Take initiative to meet district and regional goals:
- Special projects
- PM completions
- TSB completions

o Demonstrate team leadership when challenging situation occur

Demonstrates the following:
o Effectively interact with customers; Sales; Service manager and technical team to meet customer expectations.

o Positive attitude in a dynamic environment

POSITION ACCOUNTABILITY / SCOPE:
o Meet or exceed job standards on each of the following metrics for a minimum of five increasingly complex instruments as detailed in the FS Business Process database:
- Mean Time to Repair
- Non-Repeat Call Ratio
- Parts Usage-Cost
- Parts Usage-Number

o Manage parts inventory:
- Meet the cycle count expectation of 98 percent or greater for the previous year
- Maintain the required inventory value +/-10 percent

o Successfully passes all assigned training.

o Earn an overall assessment of Achieve Expectations (AE) on PEx. Skills/Experience Requirements Knowledge of regulations and standards affecting IVDs and Biologics.
o Experience as a Grade 07 FSR for a minimum of one (1) year or completed the equivalent civilian or military work experience.
o Demonstrates an appropriate degree of field self-sufficiency and independent work.
o Develops and implements Territory Management Plans.
Education Requirements Bachelor's Degree in Engineering in one of the following: Electrical, Mechanical, Biosciences
Significant Work Activities & Conditions Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Driving a personal auto or company car or truck, or a powered piece of material handling equipment
Percent of Travel 20 - 50 %
Country USA
State/Province Indiana
Site Location Field Service - FS
Employer of Choice

Through numerous local, national and international accolades, Abbott is regarded as an employer of choice for our commitment to workplace excellence. Our employees are given the tools to succeed, lead and grow, with challenging opportunities and work that makes a difference. Through our diverse healthcare businesses, we connect people and potential in ways that no other company can.

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EEO Statement:

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