FIELD SERVICE AUTOMATION ENGINEER (DULLES, LEESBURG, OR CENTERVILLE, VA )

$65,624 - $131,352/Yr

Abbott Laboratories - Leesburg, VA

Full-time

Remote - Leesburg, VA

10,001+ employees

Miscellaneous Manufacturing

About the position

The Field Service Automation Engineer serves as the primary automation account contact, focusing on both technical support and enhancing customer experience. This role involves providing ongoing proactive product support for assigned accounts, aiming to increase customer loyalty, secure retention, and drive value expansion.

Responsibilities

• Provide technical Level I and Level II phone and on-site support to maintain product performance or resolve customer complaints for hardware, software, and reagent issues.
• Perform proactive service support activities to maintain system performance and identify root causes of issues.
• Determine urgency of service support requests and develop recommendations to implement solutions that meet customer and Abbott business needs.
• Record accurate and timely documentation of customer complaints and actions taken to resolve them.
• Plan and prioritize customer visits and activities for each account.
• Prepare, schedule, and execute training events with customers to enhance their troubleshooting and repair skills.
• Coordinate order, delivery, and billing of products and/or services in assigned accounts, monitoring inventory and replenishing as needed.
• Responsible for Service Contract Sales at assigned accounts.
• Partner with Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategies and participate in customer business reviews.
• Understand the competitive landscape of assigned accounts to maximize business opportunities and achieve revenue generation goals.

Requirements

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

Benefits

• Career development opportunities with an international company.
• Free medical coverage in the Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement and student debt programs.
• Recognition as a great place to work in various countries and for diversity.