Area Service Professional

abbott; Selangor; On-site; MYR 60,000 - 100,000; Full time

Job summary

Abbott in Malaysia (Imazium Damansara Uptown) seeks an Area Service Professional to manage Level 3 support for diagnostic instruments and automation hardware. You will troubleshoot, engage customers, analyze data, and work across functions to ensure high-quality service delivery.

The role emphasizes adherence to regulatory standards, continuous improvement, and collaboration with APAC service managers to reduce costs. Fresh graduates welcome.

Qualifications

• Bachelor’s degree in engineering / electrical / mechanical or medical technology or Biochemistry preferred.
• Experience in technical service in the IVD industry.
• Strong understanding of instrument hardware and engineering principles.
• Proficient with Microsoft technologies (Windows virtualization, MS Visio, MS Office).
• Power BI knowledge is an advantage.
• Familiarity with ASTM, HL7 protocols.

Responsibilities

• Take ownership of Level 3 support for Abbott instruments and hardware.
• Assist in on-site investigations and basic troubleshooting.
• Conduct customer entrance interviews to assess needs and manage expectations.
• Identify process gaps and recommend improvements for service delivery.
• Ensure adherence to regulatory and quality standards during service activities.
• Collaborate in a fast-paced, matrixed organization across regions.

Skills

Analytical thinking

Cross-functional collaboration

Interpersonal skills

Problem-solving

Education

Bachelor’s degree in engineering / electrical / mechanical or medical technology or Biochemistry

Tools

MS Visio

Power BI

Windows virtualization

Job description

JOB DESCRIPTION:

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.

Working at Abbott

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.

The Opportunity

This position works out of our Imazium Damansara Uptown location in the Core Diagnostic. 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.

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.

The Area Service Professional primary job function is responsible for level 3 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.

What You’ll Do

• Take ownership of Level 3 support for Abbott instruments and automation hardware-related products, ensuring timely resolution in alignment with Global Service Guidance.
• Assist in on-site investigations and basic troubleshooting and contribute to the planning and execution of technical studies
• Conduct thorough 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 well defined cadence with APAC Service Managers to drive Cost of Service (COS) reduction utilizing tools and analytic.

Required Qualifications

• Bachelor’s degree in engineering / electrical / mechanical or medical technology or Biochemistry is preferred
• 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 considered an advantage.
• Familiarity with industry-standard communication protocols such as ASTM, HL7 and other proprietary protocols
• Strong analytical thinking and a curious mindset
• Excellent interpersonal and influencing skills. Able 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.
• Fresh graduates are welcome to apply.

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:

Malaysia > Selangor : Imazium, No. 8, Jalan SS 21/37

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)