Field Service Automation Engineer (Long Island, NY)

Abbott Laboratories; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

Abbott Laboratories seeks a Field Service Engineer Automation to enhance customer experience through technical support. This remote position, serving the Long Island area, involves proactive product support and may require travel. Applicants should have a relevant technical degree and experience in a customer-focused role, ensuring optimal service delivery and system performance.

Benefits

Career development opportunities

Free medical coverage in the HIP PPO plan

Retirement savings plan with employer contribution

Tuition reimbursement program

Recognition as a great workplace for diversity

Qualifications

• 2 years of relevant experience with laboratory instrumentation.
• Experience interfacing with customers.
• Ability to provide technical support for hardware and software.

Responsibilities

• Provide Level I and Level II phone and on-site support.
• Perform proactive service support to maintain system performance.
• Develop customer training to increase self-sufficiency.

Skills

Customer interfacing

Problem-solving

Technical support

Education

Associates Degree or equivalent experience

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 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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 high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

The Field Service Engineer Automation 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.

Territory/Location

• This position is remote.
• Qualified candidates must currently live in the Long Island, NY area.
• Travel up towards to 20%

What You’ll Work On

• Provide technical Level I and Level II phone and on-site support to maintain product performance or resolve customer complaints for hardware proactively; software; and reagent issues. Level I support is defined as a specific set of error codes that can be repaired in less than 1.5 hours. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.
• Perform proactive service support activities to maintain system performance. Apply standard troubleshooting tools or concepts to identify the real issue and its root cause.
• Determine the level of urgency of service support requests; develop 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 the 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.

Required Qualifications

• Associates Degree or equivalent experience.
• 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 at www.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 per hour. In specific locations, the pay range may vary from the range posted.