Abbott Laboratories Inc is looking for a Field Service Automation Engineer to serve as the primary point of contact for automation accounts, blending technical support with customer experience management. In this field-based remote role in Los Angeles, CA, you will provide ongoing proactive product support to maintain performance, increase customer loyalty, secure retention, and drive value expansion.
What You'll Do
- Provide technical Level I and Level II phone and on-site support to maintain product performance and resolve customer complaints for hardware, software, and reagent issues.
- Perform proactive service support activities to maintain system performance.
- Apply standard troubleshooting tools to identify the real issue and its root cause.
- Determine the urgency of service requests; develop and implement solutions reflecting customer and Abbott business needs.
- Record accurate, timely documentation of customer complaints and resolution actions.
- Plan and prioritize customer visits and account activities.
- Prepare, schedule, and execute customer training events to improve self-sufficiency.
- Coordinate order delivery and billing, and monitor and replenish inventory for assigned accounts.
- Partner with Enterprise Account Managers and Sales Executives to develop and execute account-specific lab strategies throughout the commercial cycle.
- Understand the competitive landscape to maximize business opportunities.
- Develop strong relationships to gain insights for value expansion opportunities.
- Achieve revenue generation goals in assigned accounts.
- Be accountable for customer satisfaction, loyalty, and value expansion revenue.
- Manage parts utilization within the pre-approved budget.
- Maintain on-hand trunk inventory accuracy.
- Contribute to the CAPA system through accurate documentation of complaints and resolutions.
What We're Looking For
- An 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.
- Must currently live in the Los Angeles, CA area.
- Able to travel up to 75%.
Benefits & Compensation
- Compensation: $31.60 – $63.20/hour
- Career development with an international company.
- FREE coverage in HIP PPO medical plan for participants who complete a wellness assessment.
- Excellent retirement savings plan with a high employer contribution.
- Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit.
Work Mode
This is a field-based remote position. You must be located in Los Angeles, CA, and be available for significant travel within the territory.
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
