Abbott · 1 day ago
Customer Support Specialist
Morgantown, WV
Full-time
Onsite
Entry Level
$26.50/hr - $53/hr
2+ years expAbbott is a global healthcare leader that helps people live more fully at all stages of life. The Customer Support Specialist is responsible for providing technical support and enhancing customer experience by implementing proactive product support and developing strong customer relationships.
BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical
Responsibilities
Responsible for implementing and maintaining the effectiveness of the quality system
Provides 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
Performs proactive service support activities to maintain system performance
Applies standard troubleshooting tools or concepts to identify the real issue and its root cause
Determines level of urgency of service support requests; develops recommendations and implements 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
Partner with the 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
Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities
Responsible for achieving revenue generation goals in assigned accounts
Accountable for customer satisfaction; loyalty and value expansion revenue in assigned accounts. Makes decisions on parts utilization within the pre-approved budget range for the role. Parts utilization decisions outside of the pre-approved budget range require management approval. Accountable for on-hand trunk inventory accuracy
Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns
Qualification
Required
Associate's Degree or equivalent experience
2 years of relevant experience with instrumentation utilized in a laboratory environment
2 years of experience interfacing with customers
Benefits
Free medical coverage in our Health Investment Plan (HIP) PPO medical plan
An excellent retirement savings plan with high employer contribution
Tuition reimbursement
The Freedom 2 Save student debt program
FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
Company
Abbott
Abbott is a healthcare company that produces diagnostic kits, medical devices, nutritional products, and branded generic medicines.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.79M2011-03-15Post Ipo Debt· $0.1M
2009-03-16Post Ipo Debt· $6.69M
1980-12-12IPO
Leadership Team
Robert Ford
President & Chief Executive Officer
Mike Peterson
Senior Vice President
Recent News
2026-01-07
Company data provided by crunchbase