Customer Support Specialist

JOB DESCRIPTION

Customer Support Specialist

The Customer Support Specialist is the primary automation account contact covering both technical support and customer experience. The position provides ongoing 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.

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, 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.

• This position is a Field Service based role.
• Qualified candidates must currently live in the Morgantown, West Virginia area.
• Relocation assistance is not authorized for this position.

• Responsible for implementing and maintaining the effectiveness of the quality system.
• 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.
• Level I support is defined to a specific set of error codes that could be repaired in less than 1.5 hrs.
• Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs.
• 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 implements solutions that reflect customer and Abbott business needs.
• Records accurate and timely documentation of customer complaints and the action taken to resolve the concern.
• Plans and prioritizes customer visits and activities for each account.
• Prepares, schedules, and executes 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.
• Coordinates order delivery and billing of products and/or services in assigned accounts; monitors inventory and replenishes accordingly.
• Partners with the Enterprise Account Manager and/or Sales Executive to develop account‑specific lab strategy and execution throughout the commercial cycle and participates in customer business reviews.
• Develops/preserves strong relationships to gain meaningful insights that will allow for value expansion opportunities.
• Is responsible for achieving revenue generation goals in assigned accounts.
• Is accountable for customer satisfaction, loyalty and value‑expansion revenue in assigned accounts; makes decisions on parts utilization within the pre‑approved budget range for the role; parts utilization decisions outside the pre‑approved budget range require management approval; is accountable for on‑hand trunk inventory accuracy.
• Contributes critically to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns.

• Associate’s Degree or equivalent experience.
• Minimum experience / training required.
• Two years of relevant experience with instrumentation utilized in a laboratory environment.
• Two years of experience interfacing with customers.

$26.50 – $53.00/hour

In specific locations, the pay range may vary from the range posted.

Support Services

CRLB Core Lab

United States of America :
Remote

Standard

Yes, 25 % of the Time