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 San Francisco, 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.
- Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan.
- An 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.
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