Job Description

PRIMARY FUNCTION:

This position is responsible for Level 3 service operations for laboratory instruments and automation hardware. This role involves troubleshooting, customer engagement, data analysis, and cross-functional collaboration to ensure high-quality service delivery and continuous improvement.

MAIN RESPONSIBILITIES:

DEVELOP TECHNICAL EXPERTISE

Have a foundational understanding of laboratory operations and commonly used laboratory hardware.

LEAD LEVEL 3 TECHNICAL SUPPORT

Take ownership of Level 3 support for Abbott instruments and automation hardware-related products, ensuring timely resolution in alignment with Global Service Guidance.

SUPPORT FIELD INVESTIGATIONS & ESCALATIONS

Assist in on-site investigations and basic troubleshooting and contribute to the planning and execution of technical studies.

CUSTOMER ENGAGEMENT

Conduct thorough customer entrance interviews to assess needs and manage expectations within defined service parameters.

PROCESS IMPROVEMENT

Identify critical process gaps and recommend improvements to enhance cross-functional workflows and service delivery.

COMPLIANCE & DOCUMENTATION

Ensure adherence to regulatory and quality standards during service activities and promote best practices in ticket documentation.

AGILITY IN A DYNAMIC ENVIRONMENT

Thrive in a fast-paced, matrixed, and geographically diverse organization, demonstrating adaptability and initiative.

LEADERSHIP & FEEDBACK

Set clear goals and provide constructive feedback to foster collaboration and drive business outcomes.

EXECUTIVE COMMUNICATION

Deliver clear, concise and fact-based verbal and written communications to executive leadership, peers and cross-functional teams.

QUALITY & LEAN ADVOCACY

Champion quality, lean methodologies and structured problem-solving across the service organization and in collaboration with other departments.

COST TO SERVE

Establish well defined cadence with APAC Service Managers to drive COS reduction utilizing tools and analytic. Drive towards ensuring to achieve Global Financial Goals

REQUIREMENTS

Bachelor's degree in engineering / electrical / mechanical or medical technology or Biochemistry is preferred Minimum 7-10 years of experience in technical service in the IVD industry Strong understanding of instrument hardware and/or engineering principles, with a strong interest in expanding expertise in laboratory instruments and systems. Proficient in Microsoft technologies, including Windows virtualization, MS Visio, and other Microsoft Office applications. Fundamental knowledge in Power BI is welcomed and considered an advantage. Familiarity with industry-standard communication protocols such as ASTM, HL7 and other proprietary protocols Strong analytical thinking and a curious mindset, with the ability to explore data, identify patterns, determine root causes, and uncover opportunities for improvement. Excellent interpersonal and influencing skills, with a demonstrated ability to work effectively in cross-functional and collaborative team environments. * Ability to develop, advocate for, and implement new ideas and approaches that drive continuous improvement.