Abbott Laboratories - Tampa, FL
posted 4 months ago
The Automation Support Professional at Abbott serves as the primary automation account contact, focusing on both technical support and enhancing customer experience. This remote position requires candidates to reside in the Tampa, FL metro area and involves travel of up to 10%. The role is pivotal in providing ongoing proactive product support for assigned accounts, ensuring customer loyalty, retention, and value expansion. In this position, the Automation Support Professional is responsible for implementing and maintaining the effectiveness of the quality system. They provide technical Level I and Level II support, which includes phone and on-site assistance to proactively maintain product performance or resolve customer complaints related to hardware, software, and reagent issues. Level I support is defined for specific error codes that can be repaired in less than 1.5 hours, while Level II support encompasses more complex issues that require longer resolution times. The role also involves performing proactive service support activities to maintain system performance, applying standard troubleshooting tools to identify root causes of issues, and determining the urgency of service support requests. The professional will document customer complaints accurately and timely, plan and prioritize customer visits, and execute training events to enhance customer self-sufficiency in troubleshooting and repairing analyzers. Additionally, they will coordinate product orders, monitor inventory, and manage service contract sales at assigned accounts. The Automation Support Professional will partner with the Enterprise Account Manager and/or Sales Executive to develop account-specific strategies and participate in customer business reviews. Understanding the competitive landscape of assigned accounts is crucial for maximizing business opportunities and achieving revenue generation goals. The role is accountable for customer satisfaction, loyalty, and value expansion revenue, making decisions on parts utilization within a pre-approved budget range, and contributing to the effectiveness of the CAPA system through accurate documentation of customer complaints and resolutions.