Technical Customer Solutions Manager

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·       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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