Transfusion Service Ambassador (Richmond VA/Virginia Beach)
Company: Abbott Laboratories
Location: Virginia Beach
Posted on: August 3, 2022
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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 113,000 colleagues
serve people in more than 160 countries.PLEASE NOTE: This is not an
active open requisition. We are building a candidate slate for a
future opening.About Abbott Diagnostics:The key to successful
treatment and full recovery is often fast, accurate diagnosis.
Abbott's life-changing tests and diagnostic tools provide insights
that enable smarter, faster decisions and transform the way the
world is managing health.Our pioneering technology spans the world
of healthcare operations - with medical diagnostic instruments,
tests, automation and informatics solutions for hospitals,
reference labs, blood centers, emergency departments, physician
offices and clinics.WHAT YOU'LL DO 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 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 applicationsVALUE 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 ComplianceBUILD
PROMOTERS: NPS responsibility (hot sheets) Management of
inter-client relationshipsANALYTICAL 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 inventorySYSTEMS & 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 KPIsAccountability: 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 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.EDUCATION AND EXPERIENCE YOU'LL BRINGRequired 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-mindedWHAT
WE OFFERAt Abbott, you can have a good job that can grow into a
great career. We offer: Training and career development, with
onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives and
retirement plans Health care and well-being programs including
medical, dental, vision, wellness and occupational health programs
Paid time off 401(k) retirement savings with a generous company
match The stability of a company with a record of strong financial
performance and history of being actively involved in local
communitiesLearn more about our benefits that add real value to
your life to help you live fully:? Follow your career aspirations
to Abbott for diverse opportunities with a company that provides
the growth and strength to build your future. Abbott is an Equal
Opportunity Employer, committed to employee diversity.Connect with
us at , on LinkedIn at /company/abbott-/, on Facebook at and on
Twitter @AbbottNews.
Keywords: Abbott Laboratories, Virginia Beach , Transfusion Service Ambassador (Richmond VA/Virginia Beach), Other , Virginia Beach, Virginia
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