Field Service Representative (Atlanta, GA)
Atlanta (DeKalb) Sales
Job description
At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 94,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve. Please note that candidates need to be eligible to work in the U.S. without Abbott sponsorship.
JOB DESCRIPTION:
Primary Function
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.
Main Responsibilities
• 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.
Accountability / Scope / Budget
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
Minimum Education & Experience
2 years of relevant experience with instrumentation utilized in a laboratory environment 2 years of experience interfacing with customers.
JOB FAMILY:
Support Services
DIVISION:
LOCATION:
United States of America : Remote
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes, 75 % of the Time
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf