Field Service Automation Engineer (Los Angeles, CA)

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. This position is a remote position. Qualified candidates must currently live in the Los Angeles, CA area. Able to travel up towards to 75%. The Automation Support Professional 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

• 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.
• Apply standard troubleshooting tools or concepts to identify the real issue and its root cause.
• 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.
• Partner with the Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution throughout the commercial cycle.
• Understand the competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.
• Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.
• Achieve revenue generation goals in assigned accounts.
• Accountable for customer satisfaction, loyalty, and value expansion revenue in assigned accounts.
• Accountable for on-hand trunk inventory accuracy.

Requirements

• Associate's Degree or equivalent experience.
• Minimum 2 years of relevant experience with instrumentation utilized in a laboratory environment.
• Minimum 2 years of experience interfacing with customers.

Benefits

• Career development with an international company.
• Free coverage in our HIP PPO medical plan for participants who complete a short wellness assessment.
• 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.
• Named one of the most admired companies in the world by Fortune.