Automation Support Professional (Phoenix, AZ)

Abbott Laboratories; Phoenix (AZ); Remote; USD 60,000 - 80,000; Full time

Job summary

Abbott Laboratories cherche un professionnel du support à l'automatisation pour couvrir le support technique et l'expérience client. Le rôle est axé sur l'augmentation de la fidélité des clients et la générativité des revenus à travers des interactions avec les comptes attribués. Le candidat doit avoir au moins 2 ans d'expérience et un diplôme d'associé avec des compétences en support technique et en interaction avec les clients.

Benefits

Coverage for medical costs in next calendar year

High employer contribution retirement savings plan

Tuition reimbursement and FreeU education benefit

Qualifications

• Minimum 2 ans d'expérience avec des instruments en laboratoire.
• Expérience interfacing avec les clients.
• Capable de voyager jusqu'à 75% du temps.

Responsibilities

• Fournir un support technique de niveau I et II par téléphone et sur site.
• Planifier et prioriser les visites et activités chez les clients.
• Développer des recommandations et mettre en œuvre des solutions pour le support client.

Skills

Technical support

Customer experience

Troubleshooting

Education

Associate's Degree or equivalent experience

Job description

Automation Support Professional (Phoenix, AZ) page is loaded

Automation Support Professional (Phoenix, AZ)

Apply locations United States - Arizona - Phoenix United States - Arizona - Arizona City United States - Arizona - Casa Grande United States - Arizona - Chandler United States - Arizona - Coolidge time type Full time posted on Posted 17 Days Ago job requisition id 31119455 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 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year

• An excellent retirement savings plan with a high employer contribution

• Tuition reimbursement, theFreedom 2 Save student debt program, andFreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

• This position is remote.

• Qualified candidates must currently live in the Phoenix, AZ area.

• Able to travel up to 75%

What You’ll Work On

The Automation Support Professional is the primary automation account contact covering both technical support and customer experience. The position provides ongoing 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 productperformance 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 than 1.5 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 implements solutions that reflect customer and Abbott business needs.

• 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.

• Partner with the Enterprise Account Manager and/or Sales Executive to develop account-specific lab

• strategy and execution throughout the commercial cycle and participate in customer business reviews.

• Understand the competitive landscape of assigned accounts or territories and leverage it to maximize business opportunities.

• Develop and preserve strong relationships to gain meaningful insights that will enable value expansion opportunities.

• Responsible for achieving 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. Parts utilization decisions outside of the 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

Required Qualifications

• Associate's 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.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us atwww.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

$31.60 – $63.20/hour

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

CRLB Core Lab

LOCATION:

United States of America : Remote

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

No

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basisAbbott 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

About Us

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.