Abbott is looking to solve the problem of providing effective technical support and enhancing customer experience for their automation products, aiming to increase customer loyalty, retention, and drive value expansion within assigned accounts.
Requirements
- 2 years of relevant experience with instrumentation utilized in a laboratory environment.
- Level I support is defined to a specific set of error codes that could be repaired in less than1.5 hrs.
- Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.
Responsibilities
- Provides 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.
- 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 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.
- 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.
- 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
Other
- The position provides on-going 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.
- Plan and prioritize customer visits and activities to do in each account.
- 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.
- 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.
- Accountable for on-hand trunk inventory accuracy.
- Associate's Degree or equivalent experience.
- 2 years of experience interfacing with customers.
- Able to travel up towards to 75%
- Qualified candidates must currently live in the Reno, NV area.
