ABBOTT LABORATORIES Field Service - Customer Support LITTLE ROCK, AR Salary in the United States

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 103,000 colleagues serve people in more than 160 countries.

Primary Job Functions:

Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion; partnership and performance. Efficiently provide technical support solutions including installation; corrective; pre-emptive and proactive maintenance. Go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.

Represent Abbott Diagnostic Division to its customer:

o Responsible for providing on-site support to ADD customers

o Support field personal

o Support District business objective and goals

o Provide direction and mentoring to other Field Service Reps

o Troubleshooting and resolving complaints reported by customers on a minimum of eight increasingly complex instruments as detailed in the FS Business Process database

o Understand and follow Quality System by:

o Accurate and timely documentation of complaint resolution

o Understand and practice regulatory and compliance procedures

o Maintain a safe work environment following laboratory safety guidelines

Schedule and complete:

o Routine preventive maintenance

o Installations and other updates provided by Abbott.

Integrate effectively into the service team:

o Work effectively within a diverse and dynamic team environment

o Support on call rotation

o Time; territory and inventory management

o Standby and after hours’ responsibilities

o Flexible working hours

o Unpredictable Travel

o Travel for support of other territories and training

o Provide on-site critical account support inside and outside of district boundaries.

• Responsible for IRL ownership to achieve organizational goals and customer satisfaction.

• Responsible to work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).

• Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.

In addition to this position requires:

a) superior technical competency; b) Pro-Active Account Management; c) complete instrument training across geographical IRL and d) escalation support on specific products; e) new product support and f) project management.

Core responsibilities:

Responsible for implementing and maintaining the effectiveness of the quality system. Provide superior customer service; through applying effective communication skills in order to build loyalty while proactively managing and resolving high-stress situations

• Delight our customers by providing support including installation; Preventive Maintenance; Technical Service Bulletins and repair by documenting; following-up; and closing calls as per Abbott Diagnostics quality system

• Partner cross-functionally and internally while maintaining positive relationships and ensure issues are resolved efficiently and satisfactorily while exceeding customer needs

• Successfully achieve the established business metrics including service sales; cost of service and key performance indicators for assigned customers/accounts

• Champion utilization of remote support tools to proactively improve instrument up time

• Proactively improve expertise through continuous learning and certifications

Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional; forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.

Minimum Education & Experience:

Bachelor’s degree or equivalent relevant experience required. Bachelors/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology is preferred. Practical experience of interfacing with customers preferred.

Additional Skills:

Trouble shooting/problem solving; ability to succeed in team situations and excel independently; computer skills (Word; Excel; Power Point; Internet; Remote Computing i.e VPN; remote troubleshooting etc.); effective communication skills and strongly demonstrated interpersonal skills. Language: Basic English skills are preferred (written and oral). Proficiency in local language required.