Automation Field Service Engineer (Baltimore, MD)
Company: Abbott
Location: Baltimore
Posted on: May 28, 2023
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Job Description:
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 115,000 colleagues
serve people in more than 160 countries.
PLEASE NOTE: This is not an active open requisition. We are
building a candidate slate for a future opening.
ABOUT ABBOTT DIAGNOSTICS:
The key to successful treatment and full recovery is often fast,
accurate diagnosis. Abbott's life-changing tests and diagnostic
tools provide insights that enable smarter, faster decisions and
transform the way the world is managing health.
Our pioneering technology spans the world of healthcare operations
- with medical diagnostic instruments, tests, automation and
informatics solutions for hospitals, reference labs, blood centers,
emergency departments, physician offices and clinics.
Location
Qualified candidates must currently live in the Baltimore, MD
area.
Relocation assistance is not authorized for this position.
WHAT YOU'LL DO
The Automation Support Professional 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.
Responsible for implementing and maintaining the effectiveness of
the quality system.
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.
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.
Performs proactive service support activities to maintain system
performance.
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 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.
Accountable for customer satisfaction; loyalty and value expansion
revenue in assigned accounts. Makes decision on parts utilization
within pre-approved budget range for the role. Parts utilization
decisions outside of pre-approved budget range require management
approval. 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
EDUCATION AND EXPERIENCE YOU'LL BRING
Required
Associates Degree or equivalent experience.
Minimum Experience / Training Required
2 years of relevant experience with instrumentation utilized in a
laboratory environment
2 years of experience interfacing with customers.
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great
career. We offer:
Training and career development , with onboarding programs for new
employees and tuition assistance
Financial security through competitive compensation, incentives and
retirement plans
Health care and well-being programs including medical, dental,
vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial
performance and history of being actively involved in local
communities
**Learn more about our benefits that add real value to your life to
help you live fully:---** www.abbottbenefits.com
(http://www.abbottbenefits.com/pages/candidate.aspx)
Follow your career aspirations to Abbott for diverse opportunities
with a company that provides the growth and strength to build your
future. Abbott is an Equal Opportunity Employer, committed to
employee diversity.
Connect with us at www.abbott.com, on LinkedIn at
www.linkedin.com/company/abbott-/, on Facebook at
http://www.facebook.com/Abbott and on Twitter @AbbottNews
(https://twitter.com/AbbottNews) .
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with
disabilities.
To request accommodation, please call 224-667-4913 or email
corpjat@abbott.com
Keywords: Abbott, Baltimore , Automation Field Service Engineer (Baltimore, MD), Engineering , Baltimore, Maryland
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