Technical Customer Solutions Manager

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.

Technical Customer Solutions Manager, EMEA

This position works out of our UAE location in the Abbott Rapid Diagnostics – Infectious Diseases.

About Abbott Rapid Diagnostics Division

We are the world leader in Rapid Diagnostics at the point of care. Working with us, you'll tackle a wide array of problems including some of the world's greatest healthcare challenges, while experiencing a myriad of cultures, geographies, and technologies.

The Technical Customer Solutions Manager, EMEA is responsible for owning the end-to-end technical service operations and performance of the Pima and m-Pima franchise across Africa, with a strong focus on driving demand generation, enabling commercial excellence, and embedding a data-driven operating model.

The Technical Customer Solutions Manager is accountable for scaling revenue growth, optimizing service operations, and strengthening analytical capabilities to support commercial teams, investment decisions, and long-term profitability.

What You'll Do-

Business & Commercial Leadership

• Own end-to-end business operations for the Pima & m-Pima franchise, including field strategy, demand generation enablement, and execution to grow revenue and improve margins.
• Lead the Abbott Rapid Diagnostics Advanced HIV care instrument business (~$20MM), ensuring sales growth, margin delivery, and operational KPIs are achieved in alignment with commercial priorities.
• Partner closely with Regional Directors, GMs, and commercial leaders to translate demand signals, pipeline insights, and market data into actionable growth strategies.
• Drive pricing and margin management, leveraging market intelligence and financial analysis to identify sustainable margin expansion opportunities.

Demand Generation & Market Insight

• Strengthen demand generation efforts by partnering with commercial team
• Analyze market trends, funding flows, competitive dynamics, and customer behavior.
• Support commercial teams with data-driven insights on instrument utilization, growth white spaces, and customer prioritization.
• Work with regional marketing teams to ensure clear value propositions, targeted campaigns, and effective in-field execution that accelerate instrument placement and utilization.
• Build systems and governance to monitor funnel performance across placements, utilization, service attachment, and lifecycle value.

Data, Analytics & Business Intelligence

• Develop and institutionalize business performance dashboards and analytical tools to track sales, service performance, asset utilization
• Apply advanced analytical thinking to identify performance gaps, root causes, and optimization opportunities across commercial and service operations.
• Provide clear, structured insights and recommendations to senior leadership using data-backed narratives.
• Bring rigor and transparency to Integrated Business Planning (IBP) through fact-based decision-making, scenario analysis, and performance forecasting.

Service & Operations Excellence

• Lead technical services teams across Africa, ensuring world-class instrument training, maintenance, repair execution, and continuous performance improvement.
• Accountable for end-to-end service process optimization, including capacity planning and workflow efficiency across repair centers and field service operations.
• Own governance frameworks and operating standards for escalation management and service excellence.
• Partner closely with the legal manufacturer to align on systems, processes, and SOPs, ensuring consistency and compliance across the service network.
• Lead distributor engagement for repairs and technical services, including spare parts and inventory management.
• Drive distributor accountability against defined instrument repair, uptime, and utilization KPIs.
• Manage instrument and service contracts, implementing robust asset tracking and full lifecycle management capabilities.
• Ensure structured “Hyper-Care” support for new placements to accelerate adoption, maximize uptime, and improve customer satisfaction.
• Ensure all activities are executed in compliance with quality systems, regulatory requirements, and financial ethics policies.

Leadership & Stakeholder Engagement

• Build, develop, and retain a high-performing, analytically capable technical services organization.
• Foster a performance culture grounded in accountability, continuous improvement, and data-driven decision-making.
• Maintain strong relationships with Ministries of Health, distributors, strategic partners, and key customers to drive satisfaction, retention, and long-term growth.

Education Required

• Bachelor’s degree in Engineering, Biomedical engineering, Computer Science, Clinical Laboratory Science, or equivalent.
• MBA or advanced business qualification preferred.

Minimum Experience /Knowledge/Skills Required

Required Qualifications & Experience

• 10+ years of technical service experience with leadership, PMO, or similar cross-functional management experience.
• Minimum 10 years of industry experience (diagnostics, med-tech, or complex service-based environments).
• Demonstrated success in data-driven decision-making, performance analysis, and commercial support.
• Strong experience leading teams delivering complex, multi-country initiatives.
• Proven ability to translate analytical insights into practical commercial and operational actions.
• Fluent English required; additional languages advantageous.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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