Automation Support Specialist

2 weeks ago

Tampa, Florida, United States Abbott Full time

About Abbott

Abbott is a prominent leader in the healthcare sector, dedicated to enhancing the quality of life for individuals at every stage. Our extensive range of innovative technologies encompasses diagnostics, medical devices, nutritionals, and branded generic medicines. With a workforce of 114,000 professionals, we serve communities in over 160 countries.

Working at Abbott

At Abbott, you will engage in meaningful work, experience personal growth, and enjoy a fulfilling life. We offer:

  • Career advancement opportunities within a global organization.
  • Comprehensive medical coverage for employees through the Health Investment Plan (HIP) PPO.
  • A robust retirement savings plan with significant employer contributions.
  • Tuition reimbursement and educational benefits, including the Freedom 2 Save student debt program.
  • A workplace recognized for its commitment to diversity and inclusion, as well as being a top employer globally.

The Opportunity

This role is designed for remote work, with a requirement for candidates to reside in the Tampa, FL metro area. Travel may be necessary up to 10% of the time.

Key Responsibilities

The Automation Support Specialist serves as the primary point of contact for automation-related inquiries, focusing on both technical assistance and enhancing customer satisfaction. Responsibilities include:

  • Ensuring the quality system's effectiveness and compliance.
  • Providing Level I and Level II technical support via phone and on-site visits to address hardware, software, and reagent issues.
  • Conducting proactive service activities to uphold system performance, utilizing standard troubleshooting methods to identify and resolve issues.
  • Assessing the urgency of service requests and proposing solutions that align with customer and business needs.
  • Documenting customer complaints and resolutions accurately and promptly.
  • Planning and prioritizing customer engagements to maximize impact.
  • Organizing and delivering training sessions to enhance customer self-sufficiency in troubleshooting and understanding product components.
  • Managing product orders, deliveries, and billing processes for assigned accounts.
  • Monitoring inventory levels and ensuring timely replenishment.
  • Driving service contract sales within designated accounts.
  • Collaborating with the Enterprise Account Manager to formulate and execute account-specific strategies.
  • Analyzing the competitive landscape to leverage business opportunities effectively.
  • Building strong relationships to gain insights for value expansion and achieving revenue goals.
  • Maintaining accountability for customer satisfaction and loyalty.
  • Managing parts utilization within a pre-approved budget and ensuring inventory accuracy.
  • Contributing to the effectiveness of the CAPA system through precise documentation of customer interactions.

Qualifications

Required:

  • Associate's Degree or equivalent experience.
  • A minimum of 2 years of relevant experience in laboratory instrumentation.
  • At least 2 years of experience in customer-facing roles.

Preferred:

  • Experience as a Field Service Engineer.
  • Background in Medical Technology or Bioengineering.

Abbott is an Equal Opportunity Employer, committed to fostering a diverse workforce.

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