Abbott

Field Service Automation Engineer

Abbott

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $32 - $63 per hour

Job Level

JuniorMid-Level

About the role

  • The Automation Support Professional is the primary point of contact for automation accounts, covering both technical support and customer experience.\n
  • The position provides ongoing proactive product support for assigned accounts.\n
  • The customer experience aspect of this role will focus on increasing customer loyalty, securing retention, and driving value expansion at assigned accounts.\n
  • Responsible for implementing and maintaining the effectiveness of the quality system.\n
  • Provides technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware, software, and reagent issues.\n
  • Level I support is defined to a specific set of error codes that could be repaired in less than1.5 hrs.\n
  • Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.\n
  • Performs proactive service support activities to maintain system performance.\n
  • Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.\n
  • Determines level of urgency of service support requests; develops recommendations and implements solutions that reflect customer and Abbott business needs.\n
  • Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.\n
  • Plan and prioritize customer visits and activities to do in each account.\n
  • Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customers ability to troubleshoot/repair analyzers and increase knowledge of component replacement and assays.\n
  • Coordinate order delivery and billing of products and/or services in assigned accounts.\n
  • Monitor inventory and replenish accordingly.\n
  • Partner with the Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution throughout the commercial cycle and participate in customer business reviews.\n
  • Understand the competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.\n
  • Develop and preserve strong relationships to gain meaningful insights that will enable value expansion opportunities.\n
  • Responsible for achieving revenue generation goals in assigned accounts.\n
  • Accountable for customer satisfaction, loyalty, and value expansion revenue in assigned accounts.\n
  • Divides on parts utilization within the pre-approved budget range for the role.\n
  • Parts utilization decisions outside of the pre-approved budget range require management approval.\n
  • Accountable for on-hand trunk inventory accuracy.\n
  • Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns

Requirements

  • Associate's Degree or equivalent experience.\n
  • 2 years of relevant experience with instrumentation utilized in a laboratory environment.\n
  • 2 years of experience interfacing with customers.