The Opportunity

The Field Service Automation Engineer is the primary automation account contact covering both technical support and customer experience.

The position provides ongoing proactive product support for assigned accounts. The customer experience aspect of this role will focus on increasing customer loyalty;

securing retention; and driving value expansion at assigned accounts.

Territory / Location

• This position is remote.
• Qualified candidates must currently live in the Norfolk, VA area.
• Travel up towards to 10%

What You’ll Work On

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 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 hours.

• 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 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.
• 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.

Required Qualifications

• Associate's Degree or equivalent experience.
• 2 years of experience interfacing with customers.

Last updated : 2024-04-26