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Field Service Engineer

3 months ago

Auckland City, New Zealand Abbott Laboratories Full time

**Job Summary**:
Working in the field, under the supervision of the Technical Support Manager, the primary responsibility is to ensure that Abbott Vascular Division Capital equipment performs properly and safely by performing site visits, installs, service calls for repairs, hardware, and software upgrades, as well as preventative maintenance in order to meet the equipment standards, in conjunction with this primary responsibility. Field Service Engineer will ensure Customers are happy and satisfied with the services and should be able to add value for service to Customers. Field Service Engineer must document their daily work performed and prepare an accurate report in the given standard format and capture in an online tool. FSE should meet the Service KPIs and Goals set year on year. Building technical competency is crucial, will need to successfully complete trainings on specific equipment when organized time to time.

**Responsibilities**:

- Travel during normal working hours to accounts based on a weekly schedule under Technical Support Manager or appointed Customer Support staff, to perform services on capital equipment including:

- System Installs: install new Systems, demonstration Systems for conferences or training, rental Systems, and loaner Systems. Train Bio-Medical staff during system installs on preventive maintenance steps and basic troubleshooting per given guidelines.
- Service Calls: Perform necessary repairs or parts replacement based on Tech Support’s diagnosis and troubleshooting of System problems for equipment in the field.
- Preventative Maintenance: Perform routine preventive maintenance work on AVD equipment in the field.
- Software and Hardware Upgrade.
- Remote Phone support.
- Provide in house service of Abbott products.
- Organize parts or Modules to ship to BU for return credit or repair & return in coordination with Customer Support staff.
- Provide complete, accurate and regular Service documentation and records to AV Service system, including:

- Service reports and System Install reports: in compliance with industry regulations.
- Based on a weekly scheduled issued by Technical Support Manager or appointed Customer Support staff, coordinate all logistics of arranging service calls and installs including:

- Airline travel, car rentals and lodging.
- Communication with the account and local Abbott employees to arrange for a service call or install:

- Sales representatives and Field Clinical Engineers need to be informed of the proposed schedule in order to arrange for service or install at the hospital.
- Participate in required training arranged by Technical Support Manager.
- Cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
- Performs other related duties and responsibilities, on occasion, as assigned.
- Complies with quality and regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

**Qualifications**:

- Bachelor's Degree or equivalent experience (emphasis on Electronics or Bio-medical or Hardware Engineering preferred).
- 3+ years field service experience working with medical systems.
- Having basic knowledge in computer software and hardware would be an added advantage.
- Demonstrates knowledge of technical and repair skills in the field and in house.
- Possess excellent written and oral skills, including demonstrated ability to prepare written documentation in regulated environment.
- Demonstrates strong organizational skills, ability to prioritize tasks and manage time efficiently.
- Able to work collaboratively and professionally with management, peers, and customers as an AVD employee.
- Should be highly self-motivated, ability to perform, having agility and aspiration to grow.
- Proficient in computer operations, including Microsoft Word, Outlook, and Excel and knowledge in using online software tools like Service max, SAP would be an added advantage.
- Experience working in a broader enterprise/cross-division business unit model preferred.
- Ability to work in a highly matrixed and geographically diverse business environment.
- Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
- Strong organizational and follow-up skills, as well as attention to detail.
- Able to meet vendor access policy qualifications for hospitals.
- Valid driver’s license.
- Should have a valid Passport.
- Ability to travel approximately 80% of time, including international travels
- mainly Australia.

**Location**:
Preference for Auckland but will also consider Wellington and Christchurch

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