Abbott
Healthcare
CustomerSupportSpecialist
“Customer Support Specialist at Abbott. Skills: Customer support, Technical support, Customer retention. Implement and maintain quality system effectiveness. Provide technical Level I and Level II phone”
What You'll Achieve.
Increase customer securing; Drive value expansion; Achieve revenue generation goals; Accountable for customer loyalty; Accountable for value expansion revenue
Industry & Context.
Troubleshooting; Root cause analysis
Field Service based role, Must currently live in Morgantown, West Virginia area, 25% travel
What They're Looking For.
Must Have
Associate's Degree or equivalent experience, 2 years of relevant experience with instrumentation utilized in a laboratory environment, 2 years of experience interfacing with customers
What You'll Do.
Implement and maintain quality system effectiveness
Provide technical Level I and Level II phone
Maintain product performance
Resolve customer complaints for software and reagent issues
Perform proactive service support activities
Maintain system performance
Apply standard troubleshooting tools or concepts
Identify the real issue and its root cause
Determine level of urgency of service support
Develop recommendations
Record accurate and timely documentation of customer complaints
Document action taken to resolve concern
Plan and prioritize customer visits and activities
and execute training events with customers
Improve customer self-sufficiency
Develop customer's ability to troubleshoot/repair analyzers
Increase knowledge of component replacement and assays
Coordinate order delivery and billing of products and/or
Replenish inventory accordingly
Partner with Enterprise Account Manager and/or Sales Executive
Develop account-specific lab strategy and execution
Participate in customer business reviews
Develop/preserve relationships
Gain meaningful insights
Achieve revenue generation goals
Ensure customer loyalty
Drive value expansion revenue
Make decisions on parts utilization
Ensure on-hand trunk inventory accuracy
Contribute to CAPA system effectiveness
How You'll Work.
Team & Collaboration
Enterprise Account Manager; Sales Executive
Communication Scope
Customer business reviews
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