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SLAS (Society for Laboratory Automation and Screening) · 3 days ago

Field Service Automation Engineer (Huntsville or Florence, AL)

Huntsville, AL

Full-time

Hybrid

Entry, Mid 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 Field Service Automation Engineer is responsible for providing technical support and enhancing customer experience, focusing on maintaining product performance and driving customer loyalty.

AssociationBiotechnologyCommunitiesGovernmentInformation Technology

Growth Opportunities

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 for a specific set of error codes that could be repaired in less than 1.5 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 the level of urgency of service support requests, develop recommendations, and implement solutions that reflect customer and Abbott business needs

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 the commercial cycle and participate in customer business reviews

Understand the 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

Qualification

Technical supportCustomer experienceLaboratory instrumentationMedical TechnologistElectrical engineeringMechanical engineeringTroubleshootingCustomer relationship managementDocumentation