Area Technical Application Specialist (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.

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Primary Function:

• Provide support to Core Lab customers and field personnel across APAC countries as the primary contact for our highest complexity instruments for onsite instrument and assay integration and training and serve as a resource for internal/external customers in troubleshooting and resolving instrument and/or reagent problems onsite or over the phone, and document information into the complaint handling system.

Major Responsibilities:

• Supports new instrument and assay implementations across APAC
• Perform on-site assay investigation, troubleshooting and study planning and execution!
• Designs, conducts, and leads advanced validation/verification studies; provides technical leadership. Lead multi-site/multi-instrument integrations for Core Lab instruments and reagents into customer sites/laboratories, including new product launch (NPL) products.
• Establishes criteria and technical standards for excellence; anticipates, recognizes, and resolves technical problems; identifies new directions for validation and verification.
• Work closely within the cross-functional teams to resolve complex assay issues.
• Monitor instrument performance & assay trending issues via available tools.
• Work with implementation project managers as technical lead to execute project plan across customer systems.
• Assist customers with meeting their regulatory and validation requirements.
• Provide appropriate training for the customer on the newly installed instrument.
• Manage the integration process to meet customer expectations and timeline.
• Conduct a thorough exit interview to present integration results and secure customer buy-in.
• Lead critical account management situations as part of a combined sales/service/support effort.
• Perform troubleshooting on issues related to reagent or instrument performance designed to improve customer self-sufficiency.
• Provides technical support to proactively maintain product performance or resolve customer complaints with Core Lab products for software and reagent issues. Investigate problems; diagnose probable causes; systematically eliminate alternatives; provide solutions; document information into escalation handling system.
• Follow defined TAS work processes for all aspects of the job, including integration procedures, complaint documentation, time documentation, activity documentation, and TOR documentation. Provide data to the organization on customer use/preferences, leading to customer-driven design/customer usability.
• Responsible for identifying and communicating critical gaps and recommending potential improvements to cross-functional work processes.
• Perform periodic trending analysis of Assay Performance to identify potential challenges in Customer Reporting.
• Able to provide coaching and guidance to countries especially on matters related to assays which are complex and needs expert insight.
• Able to perform travel and be allocated for Short Term Assignments across APAC

Requirements:

• Bachelor’s degree in Life Sciences/Biotechnology/Microbiology or related disciplines
• Minimum 6 to 10 years of experience in diagnostics laboratory / field applications; preferably from IVD industry
• Proven track record in a similar position supported by management and customer references.
• Successful engagement with customers, specifically lab staff.
• Strong communication, coaching and training skills.
• Technical expert for product line responsibility.
• Strong experience in use of analytical and software tools.
• Good English and computer skills.

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.