Abbott Laboratories - Los Angeles, CA
posted 3 months ago
This position is a remote role based in the Los Angeles, CA area, where the selected candidate will work from Wednesday to Sunday, 8:30 AM to 5:00 PM. The primary focus of this role is to provide technical support solutions for Abbott's Diagnostic Division, ensuring customer loyalty and economic profitability through effective service delivery. The candidate will be responsible for on-site support to customers, troubleshooting and resolving complaints related to a minimum of five increasingly complex instruments, and adhering to compliance guidelines. The role requires a proactive approach to account management, where the candidate will work closely with sales, marketing, and other functional areas to meet customer needs and maintain a safe work environment following laboratory safety guidelines. In addition to technical support, the candidate will be expected to manage time, territory, and inventory effectively, participate in on-call rotations, and handle standby and after-hours responsibilities. The position also involves providing critical account support both inside and outside of district boundaries, ensuring that customer issues are managed until successful resolution or handoff. The candidate will be expected to champion the utilization of remote support tools to improve instrument uptime and achieve established business metrics, including service sales and key performance indicators. The role reports to a Service Manager and requires the ability to influence other areas to achieve business goals. The candidate must demonstrate superior technical competency, effective communication skills, and the ability to build loyalty with customers while managing high-stress situations. Continuous learning and certifications are encouraged to enhance expertise in the field.