Abbott Field Service Engineer - Laboratory (Memphis, TN) in Abbott Park, Illinois
At Abbott, we're committed to helping people live their 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, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
This is a remote opportunity, you would have to live in Memphis, TN
Is the primary 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 focuses on increasing customer loyalty and securing retention at assigned accounts.
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.
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.
Support the sales team with monitoring and implementation of Service Contract Sales at assigned accounts.
Partner with Sales Executives to develop account-specific 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.
Associates Degree or an equivalent combination of education and work experience
Minimum of 2 years of relevant experience with instrumentation utilized in a laboratory/blood bank environment and experience interfacing with customers
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 firstname.lastname@example.org