Field Service Automation Engineer (Los Angeles, CA)
Abbott Laboratories - Los Angeles, CA
posted 6 months ago
About the position
This position is a remote role within Abbott's Diagnostic Division, aimed at providing exceptional technical support to customers. The successful candidate will be responsible for on-site support to ADD customers, ensuring that they receive the highest level of service and satisfaction. The role requires a commitment to achieving customer loyalty and economic profitability through effective partnership and performance. The technician will be expected to efficiently provide technical support solutions, including installation, corrective maintenance, and proactive maintenance, while adhering to compliance guidelines. The position emphasizes the importance of understanding and practicing regulatory and compliance procedures, as well as maintaining a safe work environment by following laboratory safety guidelines. The technician will represent Abbott Diagnostics to its customers, providing direction and mentoring to other Field Service Representatives (FSRs). Responsibilities include troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments, as detailed in the Field Service Business Process database. Accurate and timely documentation of complaint resolution is crucial, as is the ability to work effectively within a diverse and dynamic team environment. The role also involves time, territory, and inventory management, as well as standby and after-hours responsibilities. In addition to technical competencies, the position requires superior customer service skills, effective communication, and the ability to manage high-stress situations. The technician will be responsible for achieving established business metrics, including service sales and key performance indicators for assigned customers/accounts. The role also includes championing the utilization of remote support tools to improve instrument uptime and proactively improving expertise through continuous learning and certifications. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.
Responsibilities
- Provide on-site support to ADD customers.
- Support field personnel and district business objectives and goals.
- Mentor other Field Service Representatives (FSRs).
- Troubleshoot and resolve complaints reported by customers on complex instruments.
- Document complaint resolution accurately and timely.
- Follow regulatory and compliance procedures.
- Maintain a safe work environment following laboratory safety guidelines.
- Schedule and complete routine preventive maintenance and installations.
- Work effectively within a diverse and dynamic team environment.
- Manage time, territory, and inventory effectively.
- Participate in on-call rotation and standby responsibilities.
- Provide on-site critical account support inside and outside of district boundaries.
- Achieve organizational goals and customer satisfaction through IRL ownership.
- Communicate directly with local performance partnership teams to resolve customer issues.
- Provide superior customer service and manage high-stress situations effectively.
- Achieve established business metrics including service sales and key performance indicators.
Requirements
- Bachelor's degree or equivalent relevant experience required.
- Practical experience interfacing with customers.
- Ability to troubleshoot and problem-solve effectively.
- Strong computer skills including Word, Excel, PowerPoint, and remote computing tools.
- Effective communication and interpersonal skills.
Nice-to-haves
- Bachelor's or Engineering Degree in Biomedical, Electrical, Mechanical, or Medical Technology.
Benefits
- Free medical coverage for employees via the Health Investment Plan (HIP) PPO.
- Excellent retirement savings plan with high employer contribution.
- Tuition reimbursement and student debt program.
- Recognition as a great place to work in multiple countries.
- Support for diversity and inclusion in the workplace.
