Senior Area Service Professional

Job Overview

Level 3 service operations for laboratory instruments and automation hardware.

Involved in troubleshooting, customer engagement, data analysis, and cross‑functional collaboration to ensure high‑quality service delivery and continuous improvement.

Responsibilities

• Develop technical expertise : foundational understanding of laboratory operations and commonly used laboratory hardware.
• Lead Level 3 technical support : take ownership of support for Abbott instruments and automation hardware‑related products, ensuring timely resolution in alignment with Global Service Guidance.
• Support field investigations and escalations : assist in on‑site investigations, 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 and 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, geographically diverse organization, demonstrating adaptability and initiative.
• Leadership and 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 and 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 cost‑of‑service reduction utilizing tools and analytics; work towards achieving global financial goals.

Qualifications

Location

Singapore or Malaysia (Selangor).

Employment Details

Additional Information

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