Senior Area Service Professional

Overview

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; 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 using tools and analytics; drive toward achieving Global Financial Goals.

Qualifications

This position may be based in either Singapore OR Malaysia >

Selangor.

The base pay for this position is N / A.

Location details : This position may be based in Malaysia (Selangor) or Singapore.

Work Details :

Selangor / Singapore >

Singapore

Note

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