• Serve as the primary on-site representative of Abbott Diagnostics Division (ADD), acting as a trusted partner to laboratory customers. • Own customer relationships with a focus on retention, customer loyalty, economic profitability, and value expansion. • Provide first-line technical support for complex diagnostic instruments, ensuring uptime, analytical turnaround time, and customer satisfaction. • Manage issue resolution end-to-end, escalating when necessary while maintaining ownership through closure. • Perform instrument installations, commissioning, preventive maintenance, upgrades, and troubleshooting. • Drive revenue growth through menu expansion, service sales, product promotion, and value-based solutions. • Conduct customer business reviews, KPI reviews, and structured customer visits (pre- and post-call planning). • Identify customer needs, training opportunities, operational pain points, and Voice of Customer (VOC) insights. • Coordinate order management, inventory control, consumables, contracts, and lifecycle management. • Ensure compliance with Abbott Quality Systems, CAPA requirements, regulatory standards, and safety guidelines. • Utilize CRM, service, and reporting systems to document activities, manage tickets, and track performance. • Collaborate cross-functionally with Sales, Marketing, Technical Service, Customer Support, and Finance teams. • Support territory and district business objectives, including on-call coverage, travel, and mentoring of peers.

• Provide technical support and service to customers at their facilities • Manage customer relationships and ensure proper documentation in the CRM system • Conduct preventative maintenance and manage system upgrades • Collaborate with cross-functional teams for issue resolution

• Partner with IT teams, senior leadership, and hospital and regional leaders to understand hospital needs, resolve escalations, and keep operations running smoothly. • Support departmental and business initiatives by aligning stakeholders, prioritizing work, and helping ensure strong execution across your region. • Represent IT with professionalism, care, and a service-first mindset when supporting VEGgies, customers, and hospital teams. • Help protect VEG systems by coordinating and implementing operational measures that support secure, reliable data, software, hardware, and infrastructure. • Work with local teams to review project plans, finalize technology specifications, and support infrastructure projects, hospital upgrades, and new hospital openings. • Recommend and implement streamlined hospital technology, best practices, and continuous IT improvements, while helping hire Field Service resources as needed to maintain exceptional support.

• Provide technical troubleshooting support to installers and other customers via phone or digital channels • Provide commissioning support (remote or on-site) • Actively collaborate with international and local colleagues/departments to effectively resolve customer issues • Plan and coordinate the logistics to dispatch inverters for replacement and assist in the collection of inverters • Support the qualification, onboarding and management of new service partners • Accurately document all relevant case information using CRM software • Deliver training sessions to customers or internal colleagues • Continuously identify opportunities to improve products and processes in order to improve customer satisfaction and company cost-effectiveness • Regularly collect feedback such as customer satisfaction to assist in continuous improvement of the after sales process