Abbott Laboratories - Sacramento, CA
posted 4 months ago
The Field Service Automation Engineer position at Abbott is a critical role that focuses on providing technical support and enhancing customer experience for automation products. This position is primarily remote but requires candidates to reside in the Sacramento, CA area and be willing to travel up to 75% of the time. The Automation Support Professional serves as the primary contact for assigned accounts, ensuring ongoing proactive product support and fostering customer loyalty. The role emphasizes the importance of securing retention and driving value expansion within these accounts. In this position, the engineer will be responsible for implementing and maintaining the effectiveness of the quality system. They will provide technical support at both Level I and Level II, addressing hardware, software, and reagent issues. Level I support is defined as resolving specific error codes that can be addressed in less than 1.5 hours, while Level II support involves more complex issues that require longer resolution times. The engineer will engage in proactive service support activities to maintain system performance, applying standard troubleshooting tools to identify root causes of issues. The role also involves planning and prioritizing customer visits, preparing and executing training events to enhance customer self-sufficiency, and coordinating order delivery and billing for products and services. The engineer will work closely with the Enterprise Account Manager and Sales Executive to develop account-specific strategies and participate in customer business reviews. Building strong relationships with customers is essential for gaining insights that lead to value expansion opportunities. The engineer will be accountable for achieving revenue generation goals and ensuring customer satisfaction and loyalty in their assigned accounts.