Automation Support Professional

Automation Support Professional (Phoenix, AZ) job at Abbott | Abbott Careers

• 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
• 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
• Understand the competitive landscape of assigned accounts or territories and leverage it to maximize business opportunities
• Develop and preserve strong relationships to gain meaningful insights that will enable value expansion opportunities
• Responsible for achieving revenue generation goals in assigned accounts
• Accountable for customer satisfaction, loyalty, and value expansion revenue in assigned accounts
• Divides 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
• 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

• Associate's degree or equivalent experience
• Minimum Experience / Training Required. 2 years of relevant experience with instrumentation utilized in a laboratory environment
• Minimum Experience / Training Required. 2 years of experience interfacing with customers

• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit
• 401k matching
• Health insurance
• Flight privileges

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.