Abbott Laboratories - Wilmington, DE
posted 16 days ago
Full-time - Entry Level
Remote - Wilmington, DE
10,001+ employees
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. The Field Service Engineer Automation 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
- 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 by developing the customer's ability to troubleshoot/repair analyzers and increase knowledge of component replacement and assays.
- Coordinate order, delivery, and billing of products and/or services in assigned accounts.
- Responsible for Service Contract Sales at assigned accounts.
- Partner with Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution throughout commercial cycle and participate in customer business reviews.
- Understand competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities.
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.
Nice-to-haves
- Electrical or Bio Medical engineer
- Medical Technician
Benefits
- Career development with an international company where you can grow the career you dream of.
- Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
- An excellent retirement savings plan with high employer contribution.
- Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
