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Senior Technical Service Specialist (Senior Area Service Professional)

Senior Technical Service Specialist (Senior Area Service Professional)

AbbottSelangor : Imazium, No. 8, Jalan SS 21 / 37, Malaysia
1 hari lalu
Penerangan pekerjaan

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 on

REQUIREMENTS

  • Bachelor’s degree in engineering / electrical / mechanical or medical technology or Biochemistry is preferred
  • Foundational 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.
    • Buat amaran kerja untuk carian ini

    Technical Specialist • Selangor : Imazium, No. 8, Jalan SS 21/37, Malaysia