Abbott Laboratories is looking for a Customer Support Specialist II to provide critical technical support for our diagnostic instruments. This is a remote, field-based position where you will serve customers in the Tulsa, Oklahoma area. You'll be key in ensuring customer loyalty and achieving business goals through expert technical service.
What You'll Do
- Efficiently deliver technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance.
- Represent Abbott Diagnostic Division by providing expert on-site support.
- Troubleshoot and resolve complaints on a minimum of five increasingly complex instruments.
- Follow the Quality System through accurate and timely documentation.
- Schedule and complete routine preventive maintenance, installations, and updates.
- Manage time, territory, and inventory with standby and after-hours responsibilities.
- Provide on-site critical account support inside and outside of district boundaries.
- Own the Instrument Repair and Logistics (IRL) process to meet organizational goals.
- Work cross-functionally within local performance partnership teams to resolve customer issues.
- Provide superior customer service using effective communication in high-stress situations.
- Achieve established business metrics, including service sales, cost of service, and key performance indicators.
- Champion the use of remote support tools to proactively improve instrument uptime.
- Proactively improve expertise through continuous learning and certifications.
What We're Looking For
- A bachelor’s degree or equivalent relevant experience.
- Must currently live in the Tulsa, OK area.
- Ability to travel up to 25%.
Nice to Have
- Bachelor's or Engineering Degree in Bio Medical, Electrical, Mechanical, or Medical Technology.
- Practical experience interfacing with customers.
- Strong troubleshooting and problem-solving skills.
- Ability to succeed in team situations and excel independently.
- Computer skills (Word, Excel, PowerPoint, Internet, VPN, remote troubleshooting).
- Effective communication and strongly demonstrated interpersonal skills.
Team & Environment
You will report to a Service Manager and support District business objectives, working effectively within a diverse team environment and supporting an on-call rotation.
Benefits & Compensation
- Career development with an international company.
- FREE coverage in HIP PPO medical plan for participants who complete a short wellness assessment.
- Excellent retirement savings plan with high employer contribution.
- Tuition reimbursement.
- Freedom 2 Save student debt program.
- FreeU education benefit for an affordable path to a bachelor’s degree.
- Compensation: $26.35 – $52.65/hour.
Work Mode
This is a field-based remote position for candidates residing in Tulsa, Oklahoma.
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
