• 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.