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
• Increases customer loyalty, secures retention, and drives value expansion at assigned accounts
• Maintains the effectiveness of the quality system
• Applies standard troubleshooting tools or concepts to identify the real issue and its root cause
• Determines the level of urgency of service support requests
• Develops recommendations and implements solutions that reflect customer and Abbott business needs
• Records accurate and timely documentation of customer complaints and the action taken to resolve the concern
• Plans and prioritizes customer visits and activities to do in each account
• Prepares, schedules, and executes training events with customers to improve customer self-sufficiency
• Coordinates order delivery and billing of products and/or services in assigned accounts
• Monitors inventory and replenishes accordingly
• Partners with the Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution
• Understands the competitive landscape of assigned accounts or territories and leverages it to maximize business opportunities
• Develops and preserves strong relationships to gain meaningful insights that will enable value expansion opportunities
• Achieves 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
• 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

• 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