Abbott

JOB DESCRIPTION:

This position is responsible for ensuring optimal instrument performance and customer satisfaction through proactive monitoring, in-depth analysis, knowledge management, and field support across the assigned Service Area.

Key responsibilities include:

• Proactive Monitoring & Analysis. Continuously monitor instrument performance across key systems: Fluidics, Optics, Robotics, Transport, and Software (FORTS).
• Utilize tools such as Proactive Operations Monitor (POM) and Proactive Assay Monitor (PAM) to detect and analyze instrument and assay alerts
• Track customer uptime and proactively alert local service teams to potential issues before they impact operations.
• Analyze Abbott Link logs to identify trends, recurring issues, and root causes.
• Develop and refine troubleshooting algorithms and conduct cost analysis on highly serviced instruments, recommending corrective actions.
• Knowledge Management. Review and provide feedback on existing Knowledge Management (KM) content.
• Identify gaps and contribute to the creation of new knowledge articles to support field teams.
• Leverage KM resources to assist Technical Service Specialists in resolving customer issues efficiently.
• Field Support & Optimization
• Support field operations by optimizing Preventive Maintenance (PM) schedules and Technical Service Bulletin (TSB) configurations.
• Provide data-driven insights to support customer business reviews and service planning.
• Coordinate access to the expert network for complex issue resolution.
• Manage alert responses and develop actionable plans, communicating them to the Customer Responsibility List (CRL) owner.
• Utilize a range of data analysis tools and databases to generate key performance metrics, conduct proactive and predictive monitoring, and identify service trends. Develop detailed reports and presentations to support strategic decision-making and contribute to area-wide service efficiency initiatives.
• Contribute to the technical design and integration of remote service technologies and processes across the area. Collaborate with cross-functional teams to ensure alignment with global standards and local business needs.
• Monitor the installed instrument base across the area for trends in hardware, software, and reagent performance. Proactively alert regional teams to emerging issues and provide actionable recommendations to mitigate potential disruptions.
• Assist local teams in maintaining and expanding the Abbott Link connected instrument population, ensuring optimal remote serviceability and data availability.
• Act as a liaison to facilitate expert-to-expert communication between country SMEs, ensuring knowledge sharing and collaborative problem-solving.
• Maintain a high level of responsiveness to the needs of country service organizations and customers.
• Ensure service delivery meets or exceeds industry standards, supporting key performance metrics
• 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 / Information Technology or Biochemistry is preferred
• Minimum of 5 years’ experience in customer service operations and/or IT infrastructure, including application support for both internal and external customers.
• Well-versed in Abbott products, with above-average knowledge of Power BI platform
• Proficient in tools such as Power BI, Microsoft Office Suites, LOG-IC, LOG-ICAL and basic database management. Hands-on experience with Abbott link and Knowledge Management (KM) systems is essential.
• Strong background in using analytical tools and software with extensive troubleshooting experience across hardware, reagents, and software
• Excellent written and verbal communication skills with the ability to clearly convey technical concepts to both internal and external stakeholders.
• Good foundational understanding of country-specific structures within the area. Demonstrated ability and willingness to lead & support cross functional teams.
• Capable of balancing technical detail with broader organizational context. Skilled in setting priorities and maintaining focus in a fast-paced, dynamic environment.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Support Services

DIVISION:

CRLB Core Lab

LOCATION:

Singapore > Singapore : DUO Tower

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable