Customer Support Specialist
- Clarksburg, WV
- $26.35-52.65 per hour
- Permanent
- Full-time
- 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, the
- 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 Buckhannon, WV 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 than1.5 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..
- Record accurate and timely documentation of customer complaints and the action taken to resolve the concern.
- Plan and prioritize customer visits and activities to do in each account.
- Prepare, schedule, and execute 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.
- Coordinate order delivery and billing of products and/or services in assigned accounts. Monitor inventory and replenish accordingly.
- Partner with the Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution throughout the commercial cycle and participate in customer business reviews.
- Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities.
- Responsible for achieving revenue generation goals in assigned accounts.
- 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 of the pre-approved budget range require management approval. Accountable for on-hand trunk inventory accuracy.
- Critical contribution 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
- 2 years of relevant experience with instrumentation utilized in a laboratory environment
- 2 years of experience interfacing with customers.