Primary Job Function
Be the representative of Abbott and the 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
Core Job Responsibilities
Responsible for implementing and maintaining the effectiveness of the quality system.
•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)
•Menu expansion (utilization of existing products; new product launches)
•Identify/open door for opportunity to expand offering into other departments (prospecting; not doing)
•Customer consumables management
•New assay applications
VALUE CREATION AND EXPANSION:
•Free of charge control
•Lifecycle management of product
•Service cost management
•Contract Life Cycle and Compliance
•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 AbbottLink
•Escalation & support
SYSTEMS & TOOL MANAGEMENT:
•CMS Next tickets (opening & closing)
•Aforce use and maintenance (CRM)
Key Performance Metrics
•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
Position Accountability / Scope
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 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.
Bachelor’s degree or equivalent relevant experience required. Bachelors degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.
Minimum Experience / Training Required
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, to include:
•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
•Demonstrate sales skills
•Commitment to customers
•Basic application know-how
Demonstrates innovation, adaptability, and schedule flexibility; Considers a dynamic environment as an opportunity to learn and grow
·Analyzes discrete issues and provide solutions; Identifies missing information or recognizes underlying issues; Organizes thoughts and information into clear explanations or presentations.
·Anticipates, identifies and meets internal and external customer needs and requests; Negates and Resolves Conflicts; Maintains a professional demeanor, even under stressful conditions.
·Makes logical timely decisions based on analysis and experience
·Effectively Manages Time; Prioritizes tasks and defines tasks necessary to meet goals; Organizes own activities and time to complete multi-faceted tasks and assignments; Manages daily workload related to call documentation; parts inventory and cycle count accuracy
·Demonstrates proficiency and works efficiently with computer, personal digital assistant (PDA), and printers.
·Adheres to proper call documentation
·Displays effective oral and written communication to accomplish business goals and foster building customer rapport and relationships
·Develops self by acquiring the skills, knowledge and experience to support the business direction of the organization and grow professionally
·Persuades others to support a course of action; acts proactively to originate actions to improve existing conditions and process.