Automated Support Professional

JOB DESCRIPTION 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.

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Residence placed in employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, Freedom 2 Save student debt program and FreeU education benefit – an affordable
  
  Affiliate path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of gears around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

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.

• This position is a remote position.
• Qualified candidates must currently live in the Appleton, WI 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 to a specific set of error codes that could be repaired in less than 1.5 hrs. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.
• 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 the 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 by developing the customer’s ability to troubleshoot/repair analyspěcs 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 commercial cycle and participate in customer business reviews.
• Understand 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. Responsible for achieving revenue generation goals in assigned accounts.

• Associate’s 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, which provide the security to help you and your family live full lives:

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.

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

SIGNIFICANT WORK

ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday)

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