Field Service Automation Engineer(Los Angeles)

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.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

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.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• 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 Automation Engineer serves as the primary contact for automation accounts, providing both technical support and enhancing customer experience. This role focuses on proactive product support, increasing customer loyalty, securing retention, and driving value expansion at assigned accounts.

• This position is a remote position.
• Qualified candidates must currently live in the Los Angeles, CA area.
• Must be able to travel up towards 20%

What You’ll Work On

What you will work on

• Quality System Maintenance: Implement and maintain the effectiveness of the quality system.
• Technical Support: Provide Level I and Level II phone and on-site support to maintain product performance or resolve customer complaints for hardware, software, and reagent issues.
  • Level I Support: Address specific error codes repairable within 1.5 hours.
  • Level II Support: Handle all other error codes requiring more than 1.5 hours to resolve.
• Proactive Service: Perform activities to maintain system performance, using standard troubleshooting tools to identify and resolve root causes.
• Service Requests: Assess urgency, develop recommendations, and implement solutions that align with customer and business needs.
• Documentation: Accurately record customer complaints and actions taken to resolve them.
• Customer Visits: Plan and prioritize visits and activities for each account.
• Training: Schedule and execute training events to improve customer self-sufficiency in troubleshooting and repairing analyzers.
• Order Coordination: Manage order, delivery, and billing of products and services for assigned accounts.
• Inventory Management: Monitor and replenish inventory as needed.
• Service Contract Sales: Responsible for sales at assigned accounts.
• Account Strategy: Partner with Enterprise Account Manager or Sales Executive to develop and execute account-specific lab strategies and participate in customer business reviews.
• Competitive Analysis: