Field Service Automation Engineer (Hawaii)

$31 - $63/Yr

Abbott Laboratories - Hilo, HI

Full-time

Remote - Hilo, HI

Miscellaneous Manufacturing

About the position

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. This position is a remote position, and qualified candidates must currently live in Hawaii. Must be able to travel up towards 5%.

Responsibilities

• Implement and maintain the effectiveness of the quality system.
• 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.
• 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.
• Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.
• Develop/preserve strong relationships to gain meaningful insights for value expansion opportunities.
• Accountable for customer satisfaction, loyalty, and value expansion revenue in assigned accounts.
• Make decisions on parts utilization within pre-approved budget range.
• Accountable for on-hand trunk inventory accuracy.
• Contribute to the effectiveness of the CAPA system with accurate documentation of customer complaints.

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.

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.