Technical Support Training Lead – APAC

About the role

The Technical Support Training Lead for the APAC region will coordinate daily operations of the Complaint Intake/Technical Services team, ensuring efficient handling and resolution of technical complaints across multiple markets. This role designs, delivers and continuously improves training programmes on Abbott’s ARDx diagnostic products, complaint handling processes and related tools.

Key responsibilities

• Plan, execute and monitor METRO/LERN training programmes, guaranteeing on‑time completion and managing escalations.
• Conduct quality monitoring, continuous improvement activities and provide coaching and feedback to technical staff.
• Implement the four‑phase training model: new‑hire, onboarding, hyper‑care, ongoing and remediation.
• Develop and maintain training content to keep technical service teams proficient in ARDx products and troubleshooting.
• Deliver complaint‑handling training that maximises customer satisfaction while meeting regulatory requirements.
• Collaborate with Business Analysts and IT to create computer‑based training (CBT) for complaint‑handling applications.
• Maintain accurate records of all induction and ongoing training programmes.
• Write procedures and documentation supporting compliant training delivery.
• Partner with QA/RA to ensure alignment with ISO 13485 and FDA 820 quality management standards.

Required profile

• Third‑level qualification in a medical, science or engineering discipline.
• Proven experience delivering training in the medical‑device or clinical environment.
• Strong analytical ability, attention to detail and sound business judgment.
• Excellent interpersonal skills with the ability to influence and collaborate across functions.
• Self‑starter with flexibility to adapt to changing priorities.

Required skills

• Knowledge of ISO 13485 quality management system.
• Understanding of FDA 820 complaint management requirements.
• Experience with multimodal learning strategies and computer‑based training development.