The Opportunity
The Field Service Engineer Automation 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.
Territory / Location
- This position is a remote position.
- Qualified candidates must currently live in the Chattanooga, TN area.
- Travel up towards to 50%
What You’ll Work On
Provide 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 than1.
5 hrs. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.
- Perform proactive service support activities to maintain system performance. Apply standard troubleshooting tools or concepts to identify the real issue and its root cause.
- Determine level of urgency of service support requests; develop 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.
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.
- Travel 50%