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Automation Support Specialist
2 months ago
Abbott Laboratories 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 medications. With a workforce of 114,000 employees, we proudly serve communities in over 160 countries.
About Abbott
As a trailblazer in healthcare, Abbott is committed to pioneering scientific advancements that significantly improve health outcomes. We continuously look ahead, preparing for the evolving landscape of medical science and technology.
Working at Abbott
At Abbott, you will engage in meaningful work, experience personal growth, and enjoy a supportive environment that encourages authenticity and well-being.
Benefits Include:
- Career advancement opportunities within a global organization.
- Comprehensive medical coverage for employees through the Health Investment Plan (HIP) PPO.
- Robust retirement savings plan with substantial employer contributions.
- Tuition reimbursement and programs designed to alleviate student debt.
- Acknowledgment as a top employer for diversity and a great workplace across multiple countries.
Position Overview
This role is primarily remote, with candidates ideally situated in the Tampa, FL metro area. The position involves up to 10% travel.
Key Responsibilities
- Serve as the main point of contact for automation support, ensuring both technical assistance and an exceptional customer experience.
- Deliver ongoing proactive product support for designated accounts, enhancing customer loyalty and driving value expansion.
- Implement and uphold the quality system's effectiveness.
- Provide Level I and Level II technical support via phone and on-site visits to address hardware, software, and reagent issues.
- Conduct proactive service support activities to sustain system performance and identify root causes of issues.
- Assess the urgency of service requests and develop actionable solutions aligned with customer and business needs.
- Document customer complaints accurately and track resolutions effectively.
- Plan and prioritize customer engagements, ensuring timely visits and activities.
- Organize and execute training sessions to empower customers in troubleshooting and enhancing their knowledge of product components.
- Manage order processing, delivery, and billing for assigned accounts while monitoring inventory levels.
- Collaborate with the Enterprise Account Manager to devise account-specific strategies and participate in customer business reviews.
- Understand the competitive landscape to leverage business opportunities effectively.
- Foster strong relationships to uncover insights for value expansion initiatives.
- Achieve revenue generation targets while ensuring customer satisfaction and loyalty.
- Make informed decisions regarding parts utilization within budgetary constraints.
- Contribute to the effectiveness of the CAPA system through meticulous documentation of customer complaints and resolutions.
Qualifications
- Associate's Degree or equivalent experience.
- Two years of relevant experience with laboratory instrumentation.
- Two years of experience in customer interfacing roles.
Preferred Qualifications
- Experience as a Field Service Engineer.
- Background in Medical Technology or Bioengineering.
Join Abbott Laboratories to explore diverse career opportunities that empower you to build a fulfilling future and live your best life.
