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Automation Support Specialist
2 months ago
About Abbott Laboratories
Abbott Laboratories is a prominent player in the global healthcare sector, dedicated to enhancing the quality of life for individuals at every stage. Our extensive portfolio includes innovative technologies across various healthcare domains, featuring leading products in diagnostics, medical devices, nutritionals, and branded generic medicines. With a workforce of 114,000 professionals, we serve communities in over 160 countries.
Career Opportunities at Abbott
At Abbott, you have the opportunity to engage in meaningful work, develop your skills, and achieve personal growth while maintaining a healthy work-life balance. We offer:
- Career advancement opportunities within a globally recognized organization.
- Comprehensive medical coverage for employees through our Health Investment Plan (HIP) PPO.
- A robust retirement savings plan with significant employer contributions.
- Tuition reimbursement programs and educational benefits to support your academic aspirations.
- A workplace celebrated for its commitment to diversity and inclusion, recognized in multiple countries.
Position Overview
- This role is designated as a remote position.
- Candidates must reside in the Tampa, FL metropolitan area.
- Travel requirements are approximately 10%.
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 experiences. Responsibilities include:
- Implementing and sustaining the quality management system.
- Providing Level I and Level II technical support via phone and on-site visits to ensure optimal product performance and address customer concerns.
- Conducting proactive service activities to maintain system functionality and utilizing standard troubleshooting methods to identify root causes.
- Assessing the urgency of service requests and devising solutions that align with customer and business needs.
- Documenting customer complaints and the resolutions provided in a timely manner.
- Planning and prioritizing customer interactions and visits.
- Organizing and conducting training sessions to enhance customer self-sufficiency in troubleshooting and maintaining analyzers.
- Coordinating product orders, deliveries, and billing processes for assigned accounts.
- Monitoring inventory levels and ensuring timely replenishment.
- Driving service contract sales within assigned accounts.
- Collaborating with the Enterprise Account Manager to develop tailored strategies for each account.
- Understanding the competitive landscape to maximize business opportunities.
- Building strong relationships to gain insights for value expansion.
- Meeting revenue generation targets and ensuring customer satisfaction and loyalty.
- Making informed decisions regarding parts utilization within the approved budget.
- Contributing to the effectiveness of the CAPA system through accurate documentation of customer issues and resolutions.
Qualifications
- Associate's Degree or equivalent experience.
- A minimum of 2 years of relevant experience with laboratory instrumentation.
- At least 2 years of experience in customer-facing roles.
Preferred Qualifications
- Experience as a Field Service Engineer.
- Background in Medical Technology or Biomedical Engineering.
Abbott Laboratories is committed to fostering a diverse workforce and is an Equal Opportunity Employer.
