Senior Area Service Professional

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.

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.

As the Senior Technical Service Specialist (Senior Area Service Professional), you will be 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.

• Develop technical expertise with a foundational understanding of laboratory operations and commonly used laboratory hardware.
• Lead Level 3 technical support for Abbott instruments and automation hardware-related products, ensuring timely resolution in alignment with Global Service Guidance.
• Support field investigations and escalations, including on-site investigations, troubleshooting activities, and technical studies.
• Conduct customer entrance interviews to assess needs and manage expectations within defined service parameters.
• Identify critical process gaps and recommend improvements to enhance cross-functional workflows and service delivery.
• Ensure adherence to regulatory and quality standards during service activities and promote best practices in ticket documentation.
• Thrive in a fast-paced, matrixed, and geographically diverse organization, demonstrating adaptability and initiative.
• Set clear goals and provide constructive feedback to foster collaboration and drive business outcomes.
• Deliver clear, concise, and fact-based verbal and written communications to executive leadership, peers, and cross-functional teams.
• Champion quality, lean methodologies, and structured problem-solving across the service organization and in collaboration with other departments.
• Establish a well-defined cadence with APAC Service Managers to drive Cost of Service (COS) reduction utilizing tools and analytics, while supporting the achievement of global financial goals.

• Bachelor’s degree in Engineering, Electrical Engineering, Mechanical Engineering, Medical Technology, or Biochemistry 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 of 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.

This position is based in Singapore, Duo Tower.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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