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.

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.

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

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.

• 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.

• 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.

• 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.

• 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…