Probes for information (pursues leads), applies standard troubleshooting tools or concepts to identify the real issue and its root cause, distinguishes between customer resolvable issues and referrals, identifies consequences and develops solutions e.g. Analyzes discrete issues and provides solutions. Present technical information to direct management/peers and other functional groups. Establish and maintain active communication with sales and marketing regarding customer issues. Interact with field service, TSS, vendors or others on technical issues. Frequent interaction with customers over the telephone, some involvement in CSC teams and critical account management. Work with the customer to integrate instruments into their laboratory work flow, prepare customers to take ownership of the instrument manage process to meet customer expectations and timelines. Influence product design/reliability improvement. Take initiative to make changes to improve how work is done: adopt process improvement focus (kaizen). Conduct classroom and one-on-one training. Use problem-solving activities to increase customer self-sufficiency.
Provide training and information: Present project results or product technical information. Escalate problems to appropriate resource level for solution.
Investigate individual problems and identify causes develop solutions. Recognize and communicate repeated product issues Provide data to the organization on customer use/preferences leading to customer driven design/customer usability. Document product complaints within established guidelines. Direct customer in troubleshooting activities test success of troubleshooting or repair. Handle customer phone calls: analyze problems diagnose probable causes systematically eliminateĪlternatives provide troubleshooting solutions. May train customers and other members of the CSC. Provide support to Abbott Diagnostics Division (ADD) customers and field personnel as the primary contact for troubleshooting and resolving instrument and/or reagent problems provide on-site and critical account support where required handle high volume or critical high-risk accounts in addition to other routine requests. Responsible for implementing and maintaining the effectiveness of the quality system. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve. For more than 125 years, we've brought new products and technologies to the world - in nutrition, diagnostics, medical devices and branded generic pharmaceuticals - that create more possibilities for more people at all stages of life. At Abbott, we're committed to helping people live their best possible life through the power of health.
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