Senior Area Service Professional

1 week ago

Subang Jaya, Selangor, Malaysia Abbott Laboratories Full time

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

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

  • Career development with an international company where you can grow the career you dream of.
  • A company recognized as a great place to work in dozens of countries around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

The key to successful treatment and full recovery is often fast, accurate diagnosis. Abbott's life-changing tests and diagnostic tools provide insights that enable smarter, faster decisions and transform the way the world is managing health.

The APAC Senior Area Service Professional – Instrument & Automation position is a key role in the service organization, providing both on-site and technical problem resolution for Abbott Diagnostics customers. In addition to technical problem resolution, the incumbent is responsible for developing customer relationships and building customer loyalty by working closely with countries.

Primary Objective:

  • Partners with Countries to drive and coordinate all technical and administrative support activities including installation, repair, preventative maintenance, engineering change upgrades, troubleshooting and complaint resolution, covering APAC region.
  • Serves as an engineering consultant during pre-and post-sales activities.
  • Build and maintain strong relationships across district Service and Support teams, Marketing and Commercial to maximize sales growth, support instrument uptime and customer satisfaction.

Core Responsibilities:

  • Develops service documentation for both customer and employee support. Provides SME support of cross functional teams and executes assigned service deliverables.
  • Perform layout and workflow reviews. Liaison between the field TSD teams and the Automation manufacturer to gain layout approval.
  • Provides Level 3 field support globally, including phone and email coverage, documentation, training, remote support, and onsite support. Liaison between the global field service organization and internal functions such as manufacturing, quality, R&D, etc.
  • Demonstrate technical competence while installing, deinstalling, upgrading hardware or software, repairing, and performing preventative maintenance for Abbott products in a defined territory.
  • Identifies and troubleshoots instrument issues. This includes the use of the service tools, manuals, and log analysis as appropriate. Develop action plans for account resolutions.
  • Participate in cross functional teams (TPD, manufacturing, local service, etc.) to resolve instrument, software and/or assay issues quickly and effectively. Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution.
  • Performs data gathering and monitoring of service goals.

Major Accountabilities:

  • Represents APAC Service Technical Operations at cross functional meetings.
  • Subject Matter Expert (SME) for technical content development and review.
  • Subject Matter Expert (SME) for track layout and workflow reviews.

Education and Experience:

  • BS Degree in Science, Engineering, Allied Health, or related field.
  • Minimum 3 year of work experience in clinical laboratory, biomedical engineering, diagnostic medical equipment servicing, or related service or laboratory field.
  • Experience with Automation Middleware or similar software products preferred. For example, Linux OS, application architecture, networking.
  • Familiar with Laboratory Workflow and Operations.
  • Team Leadership and Strong Communication and Presentation Skill.
  • Very good command of English

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