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Customer Support Specialist

Customer Support Specialist

AbbottBuckhannon, WV, US
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Field Service Automation Engineer

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.
  • An excellent retirement savings plan with high employer contribution
  • Tuition reimbursement, the student debt program and education benefit - an affordable and convenient path to getting a bachelor's degree.
  • A company recognized as a great place to work in dozens of countries 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.

This position is a field service based role. Qualified candidates must currently live in the Buckhannon, WV area. Relocation assistance is not authorized for this position.

The Field Service Automation Engineer is the primary automation account contact covering both technical support and customer experience. The position provides ongoing 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.

What you'll work on :

  • Responsible for implementing and maintaining the effectiveness of the quality system.
  • Provides 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.
  • Performs proactive service support activities to maintain system performance.
  • Applies standard troubleshooting tools or concepts to identify the real issue and its root cause.
  • Determines level of urgency of service support requests; develops recommendations and implements 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 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.
  • Partner with the 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.
  • Develop / preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.
  • Responsible for achieving revenue generation goals in assigned accounts.
  • Accountable for customer satisfaction; loyalty and value expansion revenue in assigned accounts. Makes decisions on parts utilization within the pre-approved budget range for the role. Parts utilization decisions outside of the pre-approved budget range require management approval. Accountable for on-hand trunk inventory accuracy.
  • Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns

    • Required qualifications :

  • 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.

    • 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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    Customer Support Specialist • Buckhannon, WV, US

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