• Field Service - Transfusion Service Administrator Jobs in United States Of America

  • Abbott India Ltd
  • United States Of America, Usa
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

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

JOB DESCRIPTION Position Summary

Be 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 billing

Main 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 Abbotts 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 30MM for US Considers financial and customer implications as part of decision making

Critical contribution to the effectiveness of the CAPA system with responsibility for accurate
documentation of customer complaints and the actions taken to resolve those concerns

Exhibits 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

Bachelors degree or equivalent relevant experience required
Bachelors 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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Healthcare, Manufacturing/Industrial
Functional Area : Sales/Business Development
Role : Corporate Sales
Salary : As per Industry Standards
Deadline : 15th Mar 2020

Key Skills:

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