Customer Support Specialist II (Field based remote - Honolulu, Hawaii)

Working at Abbott 

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to: 

• 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 a high employer contribution 

• Tuition reimbursement, the 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists. 

The Opportunity  

• This position is remote. 

• Qualified candidates must currently live in the Honolulu, HI.  

• Travel up to 75%  

What You’ll Work On 

Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. Efficiently provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance. Go above and beyond to respond to customer needs by partnering with sales, marketing, and other functional areas while adhering to current compliance guidelines. 

• Represent the Abbott Diagnostic Division to its customers: 

• Responsible for providing on-site support to ADD customers 

• Support field personnel and District business objectives and goals 

• Provide direction and develop mentoring skills to mentor 

• other FSRs 

• Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database 

• Understand and follow the Quality System through accurate and timely documentation of complaint resolution. 

• Understand and practice regulatory and compliance procedures. 

• Maintain a safe work environment following laboratory safety guidelines. 

• Schedule and complete routine preventive maintenance, installations, and other updates provided by Abbott. 

Integrate effectively into the service team: 

• Work effectively within a diverse and dynamic team environment 

• Support on-call rotation 

• Time, territory, and inventory management 

• Standby and after-hours responsibilities 

• Flexible working hours 

• Unpredictable Travel 

• Travel for the support of other territories and training 

• Providing on-site critical account support inside and outside of district boundaries. 

Responsible for IRL ownership to achieve organizational goals and customer satisfaction. 

Responsible for working cross-functionally to achieve customer satisfaction through direct communication 

within the local performance partnership teams (P2T). 

Responsible for maintaining ownership of customer issues until successful escalation or handoff takes place. 

In addition, this position requires the following:  

a) superior technical competency 

b) Pro-Active Account Management 

c) complete instrument training across geographical IRL. 

• Responsible for implementing and maintaining the effectiveness of the quality system. 

• Provide superior customer service by applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations. 

• Delight our customers by providing support, including installation, preventive maintenance, and technical support. 

• Service Bulletins and repair by documenting, following up, and closing calls as per Abbott Diagnostics' quality system 

• Partner cross-functionally and internally while maintaining positive relationships and ensuring issues are addressed 

• resolved efficiently and satisfactorily while exceeding customer needs 

• Successfully achieve the established business metrics, including service sales, cost of service, and key. 

• performance indicators for assigned customers/accounts 

• Champion the utilization of remote support tools to improve instrument uptime proactively 

• Proactively improve expertise through continuous learning and certifications.  

• Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional manner 

• Forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals. 

Required Qualifications 

• Bachelor’s degree or equivalent relevant experience required. 

• Travel up towards 75%. 

Preferred Qualifications: 

• Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology. 

• Practical experience in interfacing with customers. 

• Troubleshooting/problem-solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, PowerPoint, Internet, Remote Computing i.e. VPN, remote troubleshooting, etc.), effective communication skills, and strongly demonstrated interpersonal skills. 

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com 

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. 

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and Twitter @AbbottNews and @AbbottGlobal