The Opportunity

The Field Service Engineer Automation 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 Kansas City, MO or Kansas City, KS area.
• Travel 20%

What You’ll Work On

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.
• 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.

Required Qualifications

• Associates Degree or equivalent experience.
• 2 years of relevant experience with instrumentation utilized in a laboratory environment
• 2 years of experience interfacing with customers.
• Travel 20%

Last updated : 2024-06-22