Field Service - Transfusion Service Ambassador

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.Position SummaryBe the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer. The Ambassador operates as primary account management contact with customer account; with a focus to improve economic profitability; increase customer loyalty; secure retention; and drive value expansion.Act as trusted partner to existing customers. Build promoters and achieve targeted retention rate. Manage and drive development of accounts according to strategic account plan (value expansion; economic profitability). Deliver first line support and technical troubleshooting & elevate Level 2+ issues to service specialist to minimize overall cost to serve. Coordinate order; delivery; and billingMain Responsibilities:Responsible for implementing and maintaining the effectiveness of the quality system.RETENTION RATE:

Ensure instrument analytical turnaround time (uptime/repair/maintenance)

Conduct customer business review (KPI reviews)

Manage customer relationship and thoroughly plan; prepare and follow up customer visits (pre-call plan; post-call notes)

Identify customer training requirements

Coach customers and share knowledge (education)

Identify and resolve customer pain points (troubleshooting)

Replenish and control inventory

Build image and brand in eyes of customer

“Sell” or reinforce Abbott’s total solution value offering

Collect and transmit VOC (Voice of Customer)

REVENUE:

Menu expansion (utilization of existing products; new product launches)

Service sales

Product promotion

Value creation

Order management

Contract management

Identify/open door for opportunity to expand offering into other departments (prospecting; not doing)

Customer consumables management

New assay applications

VALUE CREATION AND EXPANSION:

Price management

Service sales

Free of charge control

Menu expansion

Lifecycle management of product

Service cost management

CPR management

Contract Life Cycle and Compliance

BUILD PROMOTERS:

NPS responsibility (hot sheets)

Management of inter-client relationships

ANALYTICAL TURN AROUND TIME:

Assay availability and performance

Instrument installation & commissioning

First line level service/fixes

TSBs – hardware & software upgrades

Proactive monitoring and communication via Abbott Link

Escalation & support

Customer inventory

SYSTEMS & TOOL MANAGEMENT:

CMS Next tickets (opening & closing)

Aforce use and maintenance (CRM)

Paris (reports)

Key Performance Metrics:

Retention Rate

Net Promoters Score

Cost of Service

Territory Sales Plan achievement – Base business sales and new business growth

Account EP Plan improvement

First Line Service KPIs

Accountability:Be the representative of Abbott and the ADD brand to the customer with emphasis on laboratory management. Will interact with Acquisition and Sales Specialist teams; Value Expansion Representative; Area/ Regional Marketing; Customer Support Center and Technical Service; Finance. This position is a very visible and will influence customer purchase decisions.Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for US. Considers financial and customer implications as part of decision making.Critical contribution to the effectiveness of the CAPA system with responsibility for accuratedocumentation of customer complaints and the actions taken to resolve those concernsExhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers. Monitor and maintains customer satisfaction through direct contact. Adheres to safety guidelines; policies; procedures.Qualifications:

Bachelor’s degree or equivalent relevant experience required.

Bachelor’s degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.

Two to four years’ experience relevant experience with instrumentation utilized in a laboratory environment, or directly in laboratory environment, field service, technical call center, for Abbott Diagnostics products

Experience providing technical product application and/or hardware support.

Experience interfacing with customers

Strong people management and communication skills

Trouble shooting/problem solving skills

Computer skills (word, excel, power point, internet savvy)

Shows ability to prioritize independently

Negotiation skills

Demonstrate sales skills

Commitment to customers

Service-minded

Basic application know-how

An Equal Opportunity EmployerAbbot welcomes and encourages diversity in our workforce.We provide reasonable accommodation to qualified individuals with disabilities.To request accommodation, please call 224-667-4913 or email corpjat@abbott.com