**Primary Function:** + 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 **REQUIREMENTS** + Bachelor’s degree in engineering / electrical / mechanical or medical technology or Biochemistry is 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 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 may be based in either Singapore OR Malaysia > Selangor. An Equal Opportunity Employer Abbot welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call 224-667-4913 or email corpjat@abbott.com