Field Service Automation Engineer (Field based remote, Los Angeles, CA)

Automation Support Professional

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

The Automation Support Professional is the primary point of contact for automation accounts, 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.

Responsibilities include :

• Implementing and maintaining the effectiveness of the quality system.
• Providing 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.
• Performing proactive service support activities to maintain system performance.
• Applying standard troubleshooting tools or concepts to identify the real issue and its root cause.
• Determining the level of urgency of service support requests.
• Recording accurate and timely documentation of customer complaints and the action taken to resolve the concern.
• Planning and prioritizing customer visits and activities.
• Preparing, scheduling, and executing training events with customers.
• Coordinating order delivery and billing of products and / or services.
• Partnering with the Enterprise Account Manager and / or Sales Executive to develop account-specific lab strategy and execution.
• Understanding the competitive landscape of assigned accounts.
• Developing and preserving strong relationships.
• Achieving revenue generation goals.
• Accountable for customer satisfaction, loyalty, and value expansion.
• Managing parts utilization within the pre-approved budget range.
• Contributing to the effectiveness of the CAPA system.

Required qualifications include :

The base pay for this position is $31.60 $63.20 per hour. In specific locations, the pay range may vary from the range posted.