The Opportunity
- This position is a remote position.
- Qualified candidates must currently live in the Tampa, FL metro area.
- Travel up towards 10%
What You’ll Work On
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.
- 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.
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.
- 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 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.
- Accountable for customer satisfaction, loyalty and value expansion revenue in assigned accounts.
- Makes decision on parts utilization within pre-approved budget range for the role. Parts utilization decisions outside of 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 :
- Associates Degree or equivalent experience.
- 2 years of relevant experience with instrumentation utilized in a laboratory environment.
- 2 years of experience interfacing with customers.
Preferred Qualifications
- Field Service Engineer experience
- Medical Tech or Bio Engineer
11 days ago