To provide the territory with Responsible in retaining existing accounts by increasing Abbott value and Optimizing instrument performance.
Direct Reports (indicate number) : 0
Sensitive / confidential data handled :
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)
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) :
Free of charge control
Lifecycle management of product
Service cost 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
SYSTEMS & TOOL MANAGEMENT :
CMS Next tickets (opening & closing)
Aforce use and maintenance (CRM)
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.
Improves 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
Eyes customer and identifies
Create Abbott brand
Knowledge & Experience :
Bachelor’s degree or equivalent relevant experience required. Bachelors degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is 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
Strong sales skills
Strong work ethic
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 Specialist or Technical Marketing Representative.
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.