Technical Lead – Service Operations and Analytics

Abbott Laboratories; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Abbott seeks a Technical Lead for Service Operations and Analytics in Singapore. The role includes monitoring instrument performance, providing field support, and optimizing maintenance schedules to ensure customer satisfaction. Candidates should have a Bachelor's degree and at least 5 years of experience in customer service operations or IT infrastructure.

Qualifications

• Minimum of 5 years’ experience in customer service operations and/or IT infrastructure.
• Well-versed in Abbott products and analytical tools.
• Excellent verbal and written communication skills.

Responsibilities

• Continuously monitor instrument performance across key systems.
• Support field operations by optimizing Preventive Maintenance schedules.
• Develop detailed reports to support decision-making.

Skills

Analytical Skills

Communication

Troubleshooting

Education

Bachelor’s degree in engineering, electrical, mechanical or medical technology, Information Technology or Biochemistry

Tools

Power BI

Microsoft Office Suites

LOG-IC

LOG-ICAL

Job description

Technical Lead – Service Operations and Analytics page is loaded

Technical Lead – Service Operations and Analytics

Apply locations Singapore Malaysia > Selangor : Imazium, No. 8, Jalan SS 21/37 Australia > Macquarie Park : 299 Lane Cove Road time type Full time posted on Posted Yesterday job requisition id 31122465

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 asProactive Operations Monitor (POM)andProactive 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.
• AnalyzeAbbott Link logsto identify trends, recurring issues, and root causes.
• Develop and refinetroubleshooting algorithmsand conduct cost analysis on highly serviced instruments, recommending corrective actions.
• Knowledge Management. Review and provide feedback on existingKnowledge Management (KM)content.
• Identify gaps and contribute to the creation of new knowledge articles to support field teams.
• Leverage KM resources to assistTechnical Service Specialistsin resolving customer issues efficiently.
• Field Support & Optimization
• Support field operations by optimizingPreventive Maintenance (PM)schedules andTechnical Service Bulletin (TSB)configurations.
• Provide data-driven insights to supportcustomer business reviewsand service planning.
• Coordinate access to theexpert networkfor complex issue resolution.
• Manage alert responses and develop actionable plans, communicating them to theCustomer 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

About Us

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.