Field Service Automation Engineer (Columbus, OH)

About the position

The Field Service Engineer Automation is the primary automation account contact covering both technical support and customer experience. The position provides on-going 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.

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.
• Perform proactive service support activities to maintain system performance.
• 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.
• Coordinate order, delivery, and billing of products and/or services in assigned accounts.
• 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.
• Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.

Requirements

• Associates Degree or equivalent experience.
• 2 years of relevant experience with instrumentation utilized in a laboratory environment.
• 2 years of experience interfacing with customers.

Nice-to-haves

• Lab experience is preferred.
• Field service experience is preferred.

Benefits

• Career development with an international company.
• Free medical coverage in the Health Investment Plan (HIP) PPO medical plan.
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement and FreeU education benefit.
• Recognized as a great place to work in dozens of countries.
• Best place to work for diversity, working mothers, female executives, and scientists.