Senior Area Service Professional
AbbottPetaling Jaya, Selangor, Malaysia1 hari lalu
Penerangan pekerjaanBachelor’s degree in engineering, electrical, mechanical, medical technology, or biochemistry (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 (welcome 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. Seniority level : Mid‑Senior. Employment type : Full‑time. Job function : Customer Service. Industry : Hospitals and Health Care.
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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Service Professional • Petaling Jaya, Selangor, Malaysia