Customer Support Specialist - Pittsburgh, PA

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.

     

JOB DESCRIPTION:

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 used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to 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.  

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.  

• An excellent retirement savings plan with 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 a best place to work for diversity, working mothers, female executives, and scientists.  

The Opportunity   

• This position is remote.  

• Territory: Pittsburgh, PA The incumbent can live within the Pittsburgh, PA

• Travel up to 25%.  

• Must have a Valid Driver’s License.  

We’re hiring a Field Service Engineer within our Diagnostics Division. This is a field-based, remote role that covers the Nashville, TN area.  

As a Field Service Engineer II, you’ll support customers as a trusted technical expert, responsible for installing, maintaining, and troubleshooting diagnostic instruments while ensuring compliance and customer satisfaction. You’ll manage your territory, resolve complex issues, and partner cross-functionally to deliver exceptional service and achieve business goals. Your work ensures reliable diagnostics that directly impact patient care.  

What You’ll Work On  

• Install and Maintain Diagnostic Systems: Complete installations, preventive maintenance, and corrective repairs on assigned instruments to ensure optimal performance and compliance with quality standards.  

• Troubleshoot and Resolve Issues: Diagnose technical problems across multiple complex instruments, document resolutions accurately, and close service calls within defined timelines.  

• Own Customer Satisfaction: Manage customer issues from start to resolution or escalation, deliver superior service, and build strong relationships through proactive communication.  

• Manage Territory Effectively: Plan and prioritize service visits, maintain accurate inventory, and support on-call rotation, after-hour coverage, and travel for training or critical account support.  

• Ensure Compliance and Safety: Follow all regulatory, quality system, and laboratory safety guidelines during service activities; maintain accurate documentation for audits.  

• Collaborate and Mentor: Partner with cross-functional teams to meet business goals and provide guidance to other Field Service Representatives to strengthen team capability.  

• Achieve Business Metrics: Meet targets for service sales, cost of service, and key performance indicators (KPIs) for assigned accounts.  

• Continuous Improvement: Utilize remote support tools to maximize instrument uptime and maintain certifications through ongoing training and development. 

Required Qualifications:    

• Bachelor’s degree or equivalent relevant experience.   

• 2-5 years of experience in Engineering or Laboratory Technology.   

• Ability to travel 25% within the assigned territory.  

Experience Preferred:    

• Strong troubleshooting and problem-solving skills with laboratory instrumentation  

• Ability to work independently and thrive in team environments  

• Proficiency in computer applications (Word, Excel, PowerPoint, Internet) and remote computing tools (VPN, remote troubleshooting)  

• Effective communication and interpersonal skills.   

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

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.  

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal. 

     

The base pay for this position is

$26.50 – $53.00/hour

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

     

DIVISION:

CRLB Core Lab

        

LOCATION:

United States of America : Remote

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 25 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Awkward/forceful/repetitive (arms above shoulder, bent wrists), Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Exposure to temperatures below 60 degrees Fahrenheit/16 degrees Celsius or above 85 degrees Fahrenheit/28 degrees Celsius on a regular basis, Keyboard use (greater or equal to 50% of the workday), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basis

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf