Field Service Automation Engineer - Kalamazoo, MI

Overview

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio spans diagnostics, medical devices, nutritionals, and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

About Abbott

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.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The information from our tests, instruments, and informatics systems supports patient care decisions for many conditions, from heart disease to infections and cancers.

The Automation Support Professional is the primary automation account contact covering both technical support and customer experience. This role provides ongoing proactive product support for assigned accounts. The customer experience focus is on increasing customer loyalty, securing retention, and driving value expansion at assigned accounts.

• This position is a remote position.
• Qualified candidates must currently live in the Kalamazoo, MI area.
• Travel up to 25%.

• 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. Level I support is defined for a specific set of error codes that could be repaired in less than 1.5 hours. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hours.
• 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 needs.
• Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.
• Plan and prioritize customer visits and activities for 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. Monitor inventory and replenish accordingly.
• 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 the commercial cycle and participate in customer business reviews.
• Understand the competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities. Develop and preserve strong relationships to gain meaningful insights that enable value expansion opportunities. Responsible for achieving revenue generation goals in assigned accounts.

• Associates Degree or equivalent experience.
• 2 years of relevant experience with instrumentation utilized in a laboratory environment.
• 2 years of experience interfacing with customers.

Learn more about our health and wellness benefits:

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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The base pay for this position is $31.75 – $63.55/hour. In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Support Services
• DIVISION: CRLB Core Lab
•

LOCATION:

United States of America :
Remote
• ADDITIONAL LOCATIONS:
•

WORK SHIFT:

Standard
• TRAVEL:
No
• MEDICAL SURVEILLANCE:
Not Applicable

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law:
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