(Senior) Service Manager, Core Diagnostics

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. ROLES & RESPONSIBILITIES Scope of the Role Responsible for service and application support of all CRDx products for customers in Vietnam and Cambodia Own full financial responsibility of the service function, including service P&L, expense management, and headcount planning Lead Service IBP (Integrated Business Planning) to align resources and demand Drive Service Excellence (ASE) in alignment with the Customer Experience team Establish and lead a high-performing service organization to improve profitability, customer satisfaction, retention, and contract renewal rates Lead and manage technical service and application teams to ensure strategy execution, goal achievement, and standardization of tools and processes Collaborate with Commercial and Cross-functional teams to achieve service targets and customer satisfaction (NPS) Drive Service Sales revenue growth and service business expansion Ensure achievement of best-in-class Service Excellence KPIs Deliver high customer satisfaction performance through NPS improvement initiatives Plan and balance service workload in alignment with Customer Experience to optimize service outcomes Execute Global and Area service strategies in Vietnam and Cambodia, ensuring consistency and standardization Ensure full compliance with local regulations, company policies, and global quality standards Define goals, incentive schemes, and drive the PEx process for the service organization Provide strong leadership, coaching, and development for the service team Lead talent acquisition, capability building, and training programs to support service growth across territories Core Job Responsibilities: 1. Service Operations Management: Oversee installation, maintenance, repair, and application support activities Ensure optimal instrument performance and uptime across all customer sites Manage service scheduling, resource allocation, and operational efficiency Drive continuous improvement initiatives to enhance productivity and cost-effectiveness 2. Customer Experience & Escalation Management Ensure consistent delivery of high-quality service aligned with customer expectations Manage and resolve critical customer escalations in a timely and effective manner Partner with Customer Experience team to improve end-to-end customer journey Drive initiatives to improve NPS and overall customer satisfaction 3. Application & Scientific Support Drive effective assay implementation and optimization at customer sites Provide scientific support, including interpretation and resolution of assay discrepancies Strengthening customer confidence through expert application support and consultation Enable assay share growth and menu expansion at customer accounts 4. Service Business & Revenue Growth Develop and execute service business strategies to grow service revenue (contracts, upgrades, value-added services) Monitor service financial performance and ensure achievement of budget targets Identify new business opportunities through service offerings 5. Team Leadership & Capability Development Lead, coach, and develop a high-performing team of Service Engineers and Application Specialists Define clear performance goals and conduct regular reviews Build strong technical and application capabilities within the team Drive engagement, retention, and succession planning 6. Quality & Compliance Ensure compliance with regulatory requirements, quality standards, and company policies Lead service audits and ensure readiness for external inspections Promote a culture of quality and safety within the organization 7. Cross-functional Collaboration Partner closely with Sales, Marketing, Commercial Operations, Finance and supply chain teams Support pre-sales activities including technical consultation and product demonstration Align service strategy with commercial objectives to drive overall business success 8. Performance Management & Reporting Define and track service KPIs (SLA, uptime, response time, first-time fix rate, etc.) Analyze service data to identify trends, risks, and improvement opportunities Provide regular reports and insights to senior leadership MINIMUM BACKGROUND/ EXPERIENCE REQUIRED Qualifications/Experience: Bachelor’s degree in Biomedical Engineering, Electronics, or a related field Minimum 8 years of experience in technical service, with at least 5 years in a leadership role Experience in Diagnostics or Healthcare industry is preferred Strong leadership and team management capabilities Excellent communication and customer management skills Ability to work under pressure and solve complex problems Proficiency in English (both written and spoken) Strong experience in:Diagnostics assays (preferably Chemistry & Immunoassay) Test discrepancy management Cross‑functional and people leadership Excellent written and verbal communication skills. Technical & Functional Expertise Strong hands-on experience with diagnostic instruments (installation, maintenance, troubleshooting, lifecycle management) Proven capability in establishing and managing service operations infrastructure Standardization of service tools, procedures, and technical documentation Ability to design and implement structured processes: Equipment servicing and maintenance workflows Asset tracking, reporting, and governance Strong analytical skills to monitor service performance, identify gaps, and drive continuous improvement Competencies (Knowledge, Skills, Abilities & Personal Characteristics): Deep knowledge of Laboratory Medicine, particularly in Clinical Chemistry and Immunoassay. Leadership & Team Development Customer Focus Strategic Thinking Problem Solving Operational Excellence MINIMUM EDUCATION REQUIRED Bachelor’s technology degree in business, medical technology or other relevant fields. The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY:Field Services DIVISION:CRLB Core Lab LOCATION:Vietnam > Ho Chi Minh City : Me Linh Point Tower 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)