JOB DESCRIPTION:

Retaining existing accounts by increasing Abbott value and Optimizing instrument performance

Sensitive/ confidential data handled:

Reagent Pricing

Admin Passwords (Instrument)

Key Areas of Accountability:

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)

• Renewals of most of the assigned accounts (adhering to standard renewals procedures)

• 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)

• Spare parts management

• New assay applications

VALUE CREATION AND EXPANSION (BOOST PRODUCTIVITY):

• 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 AbbottLink

• Escalation & support

• Customer inventory

SYSTEMS & TOOL MANAGEMENT:

• CMS Next tickets (opening & closing)

• Aforce use and maintenance (CRM)’

• Command Center

KEY PERFORMANCE METRICS

• 100% renewal rate of profitable business

• Net Promoters Score

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

• Account EP Plan improvement

• First Line Service KPIs

Job Specification:

• Responsible for business protection and increasing base business.

•  Increase profitability of existing accounts through value expansion.

•  Improve instrument uptime through first level fix of hardware and applications errors. 

• Acts as a consultant and coach to share knowledge of Abbott innovative products.

• Sales improvement through Reagents and Service revenue /Abbott total solutions

• Customer Education

• Create Abbott brand

Knowledge & Experience:

• Bachelor’s degree or equivalent relevant experience required.  Bachelor’s degree in Medical Technology preferred. 

• Practical 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 without help

• Negotiation skills

• Strong sales skills

• Strong work ethic

• Service-minded

• Customer orientation

• Basic application know-how

Competencies required:

• Effective communication skills needed to interact with for customer education and needs addressing.

• Decision making skills to approach effective course of action and develop appropriate solutions.

• Effective Customer management and relationship skills making customers and their needs a primary concern.

• Planning and organizing skills to efficiently identify critical activities and  prioritize customer related tasks and projects.

• Problem solving ability to make sound decisions based on presented data.

• Creating an Impact vital to first impression and gaining commanding attention.

Minimum Qualification:

• A Bachelor’s degree in Science or allied courses.

• Minimum of 3 years as a Diagnostics Sales and Marketing Specialist

• Strong sales background.

• Good communication and leadership skills.

• Sound technical skills on diagnostic instrument handling

• Comprehensive industry knowledge, excellent rapport with major customers and professional organization.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES: