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Abbott · 6 hours ago

Field Service Automation Engineer - Grand Rapids, MI

Illinois, United States

Full-time

Hybrid

Entry Level

$31.60/hr - $63.20/hr

2+ years exp

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Automation Support Professional serves as the primary automation account contact, providing technical support and enhancing customer experience to ensure product performance and customer satisfaction.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

Responsibilities

Provide technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware; software; and reagent issues. Level I support is defined to a specific set of error codes that could be repaired in less than1.5 hrs. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs

Perform proactive service support activities to maintain system performance. Apply standard troubleshooting tools or concepts to identify the real issue and its root cause

Determine level of urgency of service support requests; develop recommendations and implement solutions that reflect customer and Abbott business need

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 the customer’s 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. Monitor inventory and replenish 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 commercial cycle and participate in customer business reviews

Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities. Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities. Responsible for achieving revenue generation goals in assigned accounts