Product support leader.Twenty years keeping diagnostic labs running.

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 diagnostic instruments at Bio-Rad. I started as a field engineer, and I still think from the customer's lab backwards: turning complaints and field data into better products, clear processes and service that customers can rely on.

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

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
Kaizen facilitation, A3
Situational Leadership II

Languages

English, fluent
German, working level
Polish, native

Outside work

What keeps me curious and recharged when I am not solving product problems.

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Hobby 1A short sentence about it.
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Hobby 2A short sentence about it.
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Hobby 3A short sentence about it.
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Hobby 4A short sentence about it.
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Hobby 5A short sentence about it.

Ready to make support a reason customers stay?

Get in touch

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