Ambassador

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 the customer

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

Collect and transmit VOC (Voice of Customer)

Core Job Responsibilities

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 the door for the opportunity to expand the offering into other departments (prospecting, not doing)

Spare parts management

New assay applications

Position Accountability / Scope

Improve customer experience

Retention rate; customer service excellence & delivery;

Revenue

Profitability

Promoters

Boost productivity

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

Minimum Education

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

Minimum Experience/Training Required

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

Less than 2 years’ experience