Automation Field Service Engineer

10 hours ago


New Orleans, Louisiana, United States Abbott Full time

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

  1. 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.
  2. Perform proactive service support activities to maintain system performance, applying standard troubleshooting tools or concepts to identify the real issue and its root cause.
  3. Determine the level of urgency of service support requests, develop recommendations, and implement solutions that reflect customer and Abbott business needs.
  4. Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.
  5. Plan and prioritize customer visits and activities to do in each account.
  6. 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.
  7. Coordinate order, delivery, and billing of products and/or services in assigned accounts, monitoring inventory and replenishing accordingly.
  8. Responsible for Service Contract Sales at assigned accounts.
  9. 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.
  10. 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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