Field Service Automation Engineer (Lexington, KY)

The Opportunity

• This position is a remote position.
• Qualified candidates must currently live in the Lexington, KY area.
• Must be able to travel up towards 30%

What You’ll Work On

The Field Service Engineer 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.
10 days ago