Abbott, a global healthcare leader, is hiring a Customer Support Specialist II. This is a field-based remote position requiring residence in the Dallas-Fort Worth Area, Texas, with up to 25% travel. You will provide on-site technical support, maintenance, and troubleshooting for diagnostic instruments to drive customer loyalty and achieve business objectives.
What You'll Do
- Provide on-site technical support solutions to customers, including installation, corrective, pre-emptive, and proactive maintenance.
- Troubleshoot and resolve complaints reported by customers on a minimum of five increasingly complex instruments.
- Schedule and complete routine preventive maintenance, installations, and other updates provided by Abbott.
- Support field personnel and District business objectives and goals.
- Provide direction and develop mentoring skills to mentor other Field Service Representatives (FSRs).
- Understand and follow the Quality System through accurate and timely documentation of complaint resolution.
- Maintain a safe work environment following laboratory safety guidelines.
- Work effectively within a diverse and dynamic team environment and support on-call rotation.
- Manage time, territory, and inventory effectively.
- Handle standby and after-hours responsibilities with flexible working hours and unpredictable travel.
- Travel for the support of other territories and training.
- Provide on-site critical account support inside and outside of district boundaries.
- Own an Instrument Responsibility List (IRL) to achieve organizational goals and customer satisfaction.
- Work cross-functionally within local performance partnership teams (P2T) to achieve customer satisfaction.
- Maintain ownership of customer issues until successful escalation or handoff takes place.
- Provide superior customer service through effective communication to build loyalty and manage high-stress situations.
- Partner cross-functionally and internally while maintaining positive relationships to resolve issues efficiently.
- Achieve established business metrics, including service sales, cost of service, and key performance indicators.
- Champion the utilization of remote support tools to proactively improve instrument uptime.
- Proactively improve expertise through continuous learning and certifications.
- Represent Abbott Diagnostics to assigned customers in a professional, forthright, and ethical manner.
What We're Looking For
- Bachelor’s degree or equivalent relevant experience required.
- Travel up to 25%.
Nice to Have
- Bachelor's/Engineering Degree in Bio Medical, Electrical, Mechanical, or Medical Technology.
- Practical experience in interfacing with customers.
- Troubleshooting and problem-solving skills.
- Ability to succeed in team situations and excel independently.
- Computer skills (Word, Excel, PowerPoint, Internet, Remote Computing i.e. VPN, remote troubleshooting).
- Effective communication skills.
- Strongly demonstrated interpersonal skills.
Team & Environment
You will report to a Service Manager and be accountable for achieving individual and supporting team goals.
Benefits & Compensation
- Compensation: $26.35 – $52.65/hour
- Career development with an international company.
- FREE HIP PPO medical plan coverage for participants who complete a short wellness assessment (applies in next calendar year).
- Excellent retirement savings plan with high employer contribution.
- Tuition reimbursement.
- Freedom 2 Save student debt program.
- FreeU education benefit - an affordable path to a bachelor’s degree.
Work Mode
This is a field-based remote position requiring residence in the Dallas-Fort Worth Area, Texas.
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
