JOB DESCRIPTION:

MAIN PURPOSE OF ROLE Provide support to ADD customers and field personnel across APAC countries as the primary contact for ADD’s 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. 

MAIN RESPONSIBILITIES

• Supports new instrument and assay implementations through Test of Record (TOR). 

• 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 ADD 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 ADD 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. 

Education/ Experiences

• Bachelor’s degree in science, Biotechnology & Microbiology  
• Four to Six years’ experience in laboratory environment, field service, technical call center, Workflow or Abbott Diagnostics products 

• 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. 

     

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:

Yes, 20 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

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