The Opportunity
- This position is a remote position.
- Qualified candidates must currently live in the Florence, SC. area.
- Relocation assistance is not authorized for this position
Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. Efficiently provide technical support solutions including installation, corrective, pre-emptive and proactive maintenance. Go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.
What You’ll Work On
Represent Abbott Core Lab Division to its customer :Responsible for providing on-site support to CRLB customersSupport field personal and District business objective and goalsProvide direction and develop mentoring skills to mentorother FSRsTroubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process databaseUnderstand and follow Quality System by accurate and timely documentation of complaint resolutionUnderstand and practice regulatory and compliance proceduresMaintain a safe work environment following laboratory safety guidelinesSchedule and complete routine preventive maintenance, installations and other updates provided by Abbott.Integrate effectively into the service team :
Work effectively within a diverse and dynamic team environmentSupport on call rotationTime, territory, and inventory managementStandby and after-hours responsibilitiesFlexible working hoursUnpredictable TravelTravel for support of other territories and trainingProviding on-site critical account support inside and outside of district boundaries.Responsible for IRL ownership to achieve organizational goals and customer satisfaction.
Responsible to work cross functionally to achieve customer satisfaction through direct communication
within the local performance partnership teams (P2T).
Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.
In addition to this position requires :
a) superior technical competency
b) Pro-Active Account Management
c) complete instrument training across geographical IRL.
Responsible for implementing and maintaining the effectiveness of the quality system.Provide superior customer service; through applying effective communication skills in order to build loyalty while proactively managing and resolving high-stress situationsDelight our customers by providing support including installation; Preventive Maintenance; TechnicalService Bulletins and repair by documenting; following-up; and closing calls as per Abbott Diagnostics quality systemPartner cross-functionally and internally while maintaining positive relationships and ensure issues areresolved efficiently and satisfactorily while exceeding customer needsSuccessfully achieve the established business metrics including service sales, cost of service and keyperformance indicators for assigned customers / accountsChampion utilization of remote support tools to proactively improve instrument up timeProactively improve expertise through continuous learning and certificationsScope of responsibility includes representing Abbott Diagnostics to assigned customers in a professionalforthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.Must be able to influence other areas to achieve business goalsRequired Qualifications :
Bachelor’s degree or equivalent relevant experience required.Travel 20% to 30%.Preferred Qualifications :
Bachelors / Engineering Degree in Bio Medical / Electrical / Mechanical or Medical Technology.Practical experience of interfacing with customers.Trouble shooting / problem solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, Power Point, Internet, Remote Computing i.e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills.