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    Field Service Automation Engineer - Norfolk, United States - Knewin

    Knewin
    Knewin Norfolk, United States

    3 weeks ago

    Default job background
    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.


    JOB DESCRIPTION:
    About Abbott
    Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.
    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.
    Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
    An excellent retirement savings plan with a 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 the best place to work for diverse, working mothers, female executives, and scientists.

    The Opportunity
    The Field Service Automation Engineer 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

    Norfolk, VA

    area.
    Travel up towards to 10%
    What You'll Work On

    Provide 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 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 hours.

    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 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.
    Responsible for Service Contract Sales at assigned accounts.

    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 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
    Associate's Degree or equivalent experience.
    2 years of relevant experience with instrumentation utilized in a laboratory environment
    2 years of experience interfacing with customers.

    • Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
    Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:


    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

    , on Facebook at

    and on Twitter @AbbottNews and @AbbottGlobal.
    The base pay for this position is
    $31.55 – $63.15/hour In specific locations, the pay range may vary from the range posted.


    JOB FAMILY:
    Support Services


    DIVISION:
    HIAC Core Lab


    LOCATION:

    United States of America :
    Remote


    ADDITIONAL LOCATIONS:

    WORK SHIFT:
    Standard


    TRAVEL:
    Yes, 10 % of the Time


    MEDICAL SURVEILLANCE:
    Not Applicable


    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), Continuous walking for prolonged periods (more than 2 hours at a time 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: is the Law link - Espanol:

    #J-18808-Ljbffr
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