Customer Experience Engineer

JOB DESCRIPTION:

Customer Experience Engineer

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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 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 worldwide 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

This position works out of our Plymouth MN OR St Paul MN location for our Electrophysiology business. In Abbott’s Electrophysiology (EP) business, we’re advancing the treatment of heart disease through breakthrough medical technologies in atrial fibrillation, allowing people to restore their health and get on with their lives.

About the Role

We are seeking a highly motivated Customer Experience Engineer - Quality to serve as a critical link between our customers, clinicians, and internal product teams. This role combines customer-facing problem solving with deep technical quality engineering expertise to ensure our products consistently meet the highest standards of quality, safety, and performance.

The ideal candidate will bring experience in medical device quality engineering, complaint investigations, field engineering, product support, or post-market quality, with a strong ability to investigate complex product issues, identify trends, and proactively drive improvements before potential risks impact customers or patients.

This position offers a unique opportunity to work directly with clinicians and cross-functional teams to improve product reliability, enhance customer experience, and protect patient safety.

What You’ll Work On

Key Responsibilities

Customer Experience & Complaint Investigation

• Lead investigations of product complaints and performance concerns received from customers and clinicians.
• Partner directly with healthcare professionals to understand product issues, gather technical information, and determine root causes.
• Translate customer feedback into actionable quality and engineering improvements.
• Assess complaint trends and identify emerging risks before they escalate to broader field issues.
• Serve as a technical quality representative for escalated customer concerns and post-market product investigations.

Quality Engineering & Risk Management

• Drive on-time completion of quality engineering deliverables, investigations, and corrective actions.
• Lead root cause investigations using established quality tools and methodologies.
• Partner with Manufacturing, Design Engineering, Regulatory Affairs, Risk Management, and Quality teams to evaluate product and process performance.
• Support and lead CAPA activities, ensuring timely implementation and effectiveness of corrective and preventive actions.
• Participate in risk assessments and drive proactive mitigation strategies.
• Ensure products, processes, and quality records comply with internal quality systems and regulatory requirements.

Data Analysis & Continuous Improvement

• Analyze complaint data, quality metrics, and product performance trends to identify opportunities for improvement.
• Develop and present reports, dashboards, and metrics that drive business and quality decisions.
• Lead quality reviews and communicate findings to key stakeholders.
• Identify systemic issues and recommend solutions that improve product quality and customer experience.
• Support design changes, manufacturing improvements, and process enhancements through data-driven decision making.

Quality Systems Leadership

• Maintain and improve quality system processes, procedures, and documentation.
• Support internal and external audits and act as a quality systems subject matter expert.
• Train and mentor team members on quality systems, investigation practices, and quality methodologies.
• Collaborate across functions to ensure compliance with FDA, ISO 13485, GMP, and company quality requirements.
• Support Quality Management System (QMS) initiatives and continuous improvement efforts across the organization.

Required Qualifications

• Bachelor's degree in Engineering or other technical discipline.
• Minimum of 5 years of experience in:
  • Medical device quality engineering,
  • Product quality investigations,
  • Complaint handling,
  • Post-market surveillance,
  • Field engineering, or
  • Related quality functions.
• Experience conducting technical investigations and root cause analysis.
• Strong understanding of quality systems, CAPA, risk management, and quality methodologies.
• Knowledge of FDA regulations, GMP requirements, and ISO 13485 standards.
• Excellent problem-solving, communication, and stakeholder management skills.
• Ability to analyze complex data and communicate findings to technical and non-technical audiences.
• Experience working cross-functionally in a regulated medical device environment.

Preferred Qualifications

• Medical device field engineering or customer-facing technical support experience.
• Experience meeting directly with clinicians or healthcare customers to resolve product concerns.
• Knowledge of manufacturing processes and design control systems.
• ASQ certifications (CQE, CQA, CQT) preferred.
• Six Sigma training and experience in root cause analysis and process improvement.
• Master's degree in Engineering or related technical field.
• Experience leading cross-functional projects and influencing stakeholders without direct authority.

What Success Looks Like

In this role, you will:

• Be the voice of the customer within the quality organization.
• Anticipate and identify quality risks before they impact patients or healthcare providers.
• Drive meaningful product improvements through data, investigation, and collaboration.
• Strengthen relationships with clinicians by addressing concerns with urgency and technical expertise.
• Partner across manufacturing, engineering, and quality functions to enhance both product performance and customer experience.

What We Offer

At Abbott, you can have a good job that can grow into a great career. We offer:

• A fast-paced work environment where your safety is our priority
• Production areas that are clean, well-lit and temperature-controlled
• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Apply Now

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 X @AbbottNews.

The base pay for this position is

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

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: