Primary Function / Primary Goals / Objectives: Business Retention, value Expansion and provide Level I service to improve customer experience, ensure the retention rate to achieve the revenue and get profitability
Major Responsibilities:
- 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 and deliver customer training
- Coach customers and share knowledge (education)
- Identify and resolve customer pain points (troubleshooting) Replenish and control customer inventory
- Build image and brand in eyes of customer Sell or reinforce Abbotts total solution value offering Collect and transmit VOC (Voice of Customer) Contact distributor for certain business opportunity
- Manage VPT process for new instrument opportunity (Value Expansion)
- 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 Forecast and Order management
- Identify/open door for opportunity to expand offering into other departments (prospecting, not doing) Spare parts management New assay applications
- Price management Service sales Menu expansion Lifecycle management of product Service cost management Contract Life Cycle and Compliance NPS responsibility (incl
- hot sheets) Management of inter-client relationships Assay availability and performance Instrument installation & commissioning Level 1 service/fixes & Level 1 TSBs - hardware & software upgrades Manage customer maintenance
- Proactive monitoring and communication via AbbottLink Escalation & support CMS Next tickets (opening & closing) Aforce use and maintenance (CRM)
- Good sales background preferably in IVD or at least device industry
- Med Tech background is preferred, or with Technical Application History
- At least 3-5 years selling experience
- Good track record in sales performance.
- Practical interfacing with customers
- Strong People management and communication skills
- Trouble shooting/problem solving skills
- Shows ability to prioritize without help
- Strong Negotiation skills
- Strong sales skills
- Strong work ethic Service-minded
- Customer orientation
