Area Service Professional

Thornton Tomasetti; Selangor; On-site; MYR 78,000 - 134,000; Full time

Job summary

Abbott is seeking an Area Service Professional to own Level 3 support for diagnostic instruments and automation hardware in Malaysia. This role emphasizes troubleshooting, cross-functional collaboration, and delivering high-quality service in a fast-paced, global environment.

You will engage with customers, analyze data, and contribute to continuous improvement while adhering to regulatory standards and company best practices.

Qualifications

• Bachelor’s degree in engineering or related field is preferred.
• Experience in technical service in the IVD industry.
• Strong understanding of instrument hardware and/or engineering principles.
• Proficiency with MS Office and Windows virtualization.

Responsibilities

• Take ownership of Level 3 support for Abbott instruments and automation hardware.
• Assist on-site investigations and basic troubleshooting.
• Plan and execute technical studies to improve service delivery.
• Ensure compliance with regulatory and quality standards.

Skills

Analytical thinking

Interpersonal skills

Cross-functional collaboration

Problem solving

Power BI knowledge

Education

Bachelor’s degree in engineering/electrical/mechanical/medical tech/biochemistry

Tools

Windows virtualization

MS Visio

Microsoft Office

Job description

JOB DESCRIPTION

About Abbott 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)

Company Culture

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next‑generation diagnostics, life‑changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well‑being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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