Automation Field Service Engineer
10 hours ago
The Opportunity
As a Field Service Automation Engineer at Abbott, you will be the primary automation account contact, responsible for providing technical support and enhancing customer experience. Your proactive approach will ensure on-going product support for assigned accounts, focusing on increasing customer loyalty, securing retention, and driving value expansion.
Territory/Location
- This is a remote position.
- Candidates must currently reside in the New Orleans, LA area.
- Travel up to 30% is required.
Hours: Monday through Friday 11:00am to 7:00pm
What You'll Work On
- Provide technical Level I and Level II phone and on-site support to maintain product performance or resolve customer complaints for hardware, software, and reagent issues.
- Perform proactive service support activities to maintain system performance, applying standard troubleshooting tools or concepts to identify the real issue and its root cause.
- Determine the level of urgency of service support requests, develop recommendations, and implement solutions that reflect customer and Abbott business needs.
- Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.
- Plan and prioritize customer visits and activities to do in each account.
- Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing their ability to troubleshoot/repair analyzers and increase knowledge of component replacement and assays.
- Coordinate order, delivery, and billing of products and/or services in assigned accounts, monitoring inventory and replenishing accordingly.
- Responsible for Service Contract Sales at assigned accounts.
- Partner with 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.
- Understand the competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities, developing/preserving strong relationships to gain meaningful insights that will allow for value expansion opportunities.
Required Qualifications
- Associates Degree or equivalent experience.
- 2 years of relevant experience with instrumentation utilized in a laboratory environment.
- 2 years of experience interfacing with customers.
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