Customer Support Specialist II - Field based remote with 50% travel

Abbott; Los Angeles (CA); Remote; USD 60,000 - 80,000; Full time

Job summary

Abbott is seeking a Customer Support Specialist II for a remote role with 50% travel in the Los Angeles area. This position involves providing technical support and ensuring customer satisfaction in the diagnostics field. Candidates should possess a Bachelor’s degree and relevant experience in customer interfacing and troubleshooting. Join a company recognized for its commitment to diversity and employee well-being, offering excellent benefits including healthcare, tuition reimbursement, and a supportive work environment.

Benefits

Free medical coverage

Excellent retirement savings plan

Tuition reimbursement

Freedom 2 Save student debt program

FreeU education benefit

Qualifications

• Bachelor's degree or equivalent relevant experience required.
• Experience with troubleshooting and customer interface preferred.
• Proficiency in computer skills including Microsoft Office and remote troubleshooting.

Responsibilities

• Provide technical support solutions including installation and maintenance.
• Respond to customer needs and represent the Abbott Diagnostic Division.
• Ensure customer satisfaction and manage customer issues until resolution.

Skills

Customer interfacing

Troubleshooting

Problem-solving

Effective communication

Technical support

Education

Bachelor’s degree

Engineering Degree in Bio Medical, Electrical, Mechanical, or Medical Technology

Tools

Word

Excel

PowerPoint

VPN

Job description

Customer Support Specialist II - Field based remote with 50% travel

Working 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. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. We offer an excellent retirement savings plan with a high employer contribution, tuition reimbursement, the Freedom 2 Save student debt program, and the FreeU education benefit—an affordable and convenient path to earning a bachelor’s degree. Abbott is recognized as a great place to work worldwide and is named one of the most admired companies by Fortune, with accolades for diversity, working mothers, female executives, and scientists.

The Opportunity

This position is remote. Qualified candidates must currently reside in the Los Angeles, CA area. The role involves up to 50% travel.

What You’ll Work On

• Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance.
• Provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance.
• Respond to customer needs by partnering with sales, marketing, and other functional areas, adhering to compliance guidelines.
• Represent Abbott Diagnostic Division to customers: provide on-site support, support field personnel, and develop mentoring skills for other FSRs.
• Troubleshoot and resolve customer complaints on instruments, document resolutions, and follow quality and regulatory procedures.
• Maintain a safe work environment and schedule routine maintenance, installations, and updates.
• Work effectively within a diverse team, support on-call rotation, manage time, territory, and inventory, and handle after-hours responsibilities.
• Travel for support across territories and training, providing critical account support both inside and outside district boundaries.
• Own customer issues until resolution, work cross-functionally, and maintain ownership of customer satisfaction.
• Implement and maintain the quality system, provide excellent customer service, and document all interactions thoroughly.
• Achieve business metrics such as service sales, cost management, and key performance indicators.
• Utilize remote support tools to proactively improve instrument uptime and continuously enhance expertise through ongoing learning and certifications.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• Travel up to 20%.

Preferred Qualifications

• Bachelor's/Engineering Degree in Bio Medical, Electrical, Mechanical, or Medical Technology.
• Experience in customer interfacing, troubleshooting, problem-solving, and effective communication skills.
• Proficiency in computer skills (Word, Excel, PowerPoint, Internet, VPN, remote troubleshooting).

Additional Information

Learn more about our health and wellness benefits at www.abbottbenefits.com. Abbott is an Equal Opportunity Employer committed to diversity.