Field Service Automation Engineer - Grand Rapids, MI
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. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. What We offer At Abbott, you can have a good job that can grow into a great career. We offer: A fast-paced work environment where your safety is our priority Production areas that are clean, well-lit, and temperature-controlled Training and career development, with onboarding programs for new employees and tuition assistance Financial security through competitive compensation, incentives, and retirement plans Health care and well-being programs including medical, dental, vision, wellness, and occupational health programs Paid time off 401(k) retirement savings with a generous company match The stability of a company with a record of strong financial performance and a history of being actively involved in local communities The Opportunity 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. Territory/Location This position is a remote position. Qualified candidates must currently live in the Grand Rapids, MI area. Travel up towards to 25%
Requirements
- Associates Degree or equivalent experience.
- 2 years of relevant experience with instrumentation utilized in a laboratory environment.
- 2 years of experience interfacing with customers.
Responsibilities
- 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 than1.5 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 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 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 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.
Benefits
- A fast-paced work environment where your safety is our priority
- Production areas that are clean, well-lit, and temperature-controlled
- Training and career development, with onboarding programs for new employees and tuition assistance
- Financial security through competitive compensation, incentives, and retirement plans
- Health care and well-being programs including medical, dental, vision, wellness, and occupational health programs
- Paid time off
- 401(k) retirement savings with a generous company match
- The stability of a company with a record of strong financial performance and a history of being actively involved in local communities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
