Global service & product support executive.20 years turning service into a competitive advantage in diagnostics.

Filip Zawiazalek
20years in IVD and medical devices
10specialists across CH, DE and US
ISO 13485
Post-market quality
-26%training time, blended learning
Roche → Bio-Rad
3regions: EMEA, Americas, APAC
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I lead global product support for Bio-Rad's immunohaematology portfolio, accountable for how our instruments perform in customers' labs across three continents. Twenty years in the industry, from field engineer to global leadership, taught me one thing: service is a growth lever, not a cost centre. I turn field intelligence into product decisions, build teams that scale, and run support as a business.

What I do

Four areas where I make the biggest difference for customers and the business.

01

Product support
& post-market

Every complaint answered. Every trend acted on.

At Bio-Rad I am the global Level 3 owner for the immunohaematology instrument and software portfolio. I chair the Complaint Review Board across two manufacturing sites and turn field data into CAPAs and funded design changes.

94%
of complaints closed within 90 days, against a 90% target. Escalation handling rated 4.7 out of 5 by customers.

What this looks like:

  • Level 1 to Level 4 escalation models
  • Complaint trending and CAPA ownership
  • KPI and SLA governance
  • Audit readiness: ISO 13485, IVDR, FDA
See my experience →
02

Product
lifecycle

Products that stay serviceable from launch to end of support.

As Product Manager at Roche I led a new version of a laboratory automation platform to launch. Today I lead product support on obsolescence, upgrades and end-of-support planning, so service, spare parts and labelling are ready before customers notice.

-15%
unit cost on a touchscreen redesign, through supplier negotiation and design-to-cost, with a larger display and better robustness.

What this looks like:

  • Obsolescence and platform replacement
  • Spare parts strategy and governance
  • Stage-Gate P0 to P4
  • Voice of customer into product decisions
03

Training
& knowledge

The right answer, findable in seconds.

I turned instructor-led technical training into blended programmes and now sponsor a single knowledge platform for field teams and partners, built on what 244 field engineers told us they needed.

-26%
total training time through a blended classroom and virtual programme, saving more than 56 trainer hours a year.

What this looks like:

  • Blended learning and learning paths
  • Knowledge management and SOPs
  • Six repositories consolidated into one
  • Train the Trainer
04

Digital
& AI

Let automation do the boring parts.

With my team I built a newsletter agent, automated complaint and intervention-rate analysis, a daily briefing and a workload tool, and Power BI dashboards that make performance visible.

-50%
time to assemble the global field newsletter, through automation and a single approval cycle.

What this looks like:

  • Power BI dashboards and KPI reporting
  • Salesforce, Veeva, ServiceMax
  • AI-assisted workflow automation
  • Microsoft 365 and SharePoint
Talk to me →

Principle 01 / 05

Start in the customer's lab.

Every product decision ends up with a customer. I design support from there backwards.

How I work

Listen to the field.

Fix the root cause.

Let AI do the boring parts.

Measure. Improve. Repeat.

Twenty years,
one thread.

2022 - today

Head of Global Product Support, IVD

Bio-Rad Laboratories · Cressier
Official title: Division Product Support Manager

Global Level 3 owner, Complaint Review Board chair, intervention-rate programme owner for the US and Canada.

2020 - 2022

Product Manager

Roche Diagnostics · Rotkreuz

Project lead for a new version of the cobas connection module, from requirements to launch.

2016 - 2019

Senior Global Customer Support & Training Representative

Roche Diagnostics · Rotkreuz

Technical product manager for cobas u 411, global voice-of-customer tours, go-to-market assignment.

2014 - 2015

Global Customer Support Representative

Roche Diagnostics · Rotkreuz

Worldwide second-line support and root cause analysis, global digital training.

2006 - 2014

Regional Field Service Support Specialist

Roche Diagnostics · Poland

Eight years in the field: installation, repair, customer training, critical accounts.

Education

MSc Mechanical Engineering
Czestochowa University of Technology

Certifications

Lean Six Sigma White Belt
Project Management
Stage-Gate P0 to P4
Kaizen facilitation
A3 problem solving
Daily Management
Train the Trainer Excellence

Leadership development

Situational Leadership II
Fierce Conversations
Leading People Through Change
Behavioural Interviewing

Languages

English, fluent
German, B1/B2
Polish, native

Outside work

Where I recharge: mostly outdoors, mostly in the mountains.

Mountain bikingEvery climb earns the descent. My best meetings are with a mountain.
Via ferrataSteel cables, iron rungs and a lot of air below my boots. Great training for staying calm under pressure.
Sport shootingFocus, breathing, one shot at a time. Surprisingly good training for the mind.
SkiingSwiss winters are made for it: first lift of the morning, fresh pistes and a fondue to finish.

Ready to make support a reason customers stay?

Get in touch

f.zawiazalek@gmail.com · LinkedIn · Zug, Switzerland