FIELD SERVICE AUTOMATION ENGINEER (NY, NY)

$65,624 - $131,352/Yr

Abbott Laboratories - New York, NY

Full-time - Entry Level

Remote - New York, NY

10,001+ employees

Miscellaneous Manufacturing

About the position

The Field Service Automation Engineer serves as the primary automation account contact, focusing on both technical support and enhancing customer experience. This role involves providing ongoing proactive product support for assigned accounts, aiming to increase customer loyalty, secure retention, and drive value expansion.

Responsibilities

• Provide technical Level I and Level II phone and on-site support to maintain product performance or resolve customer complaints for hardware, software, and reagent issues.
• Perform proactive service support activities to maintain system performance and identify root causes of issues.
• Determine urgency of service support requests and implement solutions that meet customer and Abbott business needs.
• Record accurate and timely documentation of customer complaints and actions taken to resolve them.
• Plan and prioritize customer visits and activities for each account.
• Prepare, schedule, and execute training events with customers to enhance their troubleshooting and repair skills.
• Coordinate order, delivery, and billing of products/services in assigned accounts and monitor inventory.
• Responsible for Service Contract Sales at assigned accounts.
• Partner with Enterprise Account Manager/Sales Executive to develop account-specific lab strategies and participate in customer business reviews.
• Understand competitive landscape of assigned accounts to maximize business opportunities and achieve revenue generation goals.

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

• Free medical coverage for employees via the Health Investment Plan (HIP) PPO
• Excellent retirement savings plan with high employer contribution
• Tuition reimbursement and education benefits
• Career development opportunities within an international company