JOB DESCRIPTION :
The Transfusion Ambassador is responsible for managing and providing on onsite and remote services to support customers using Abbott products in Blood Screening laboratories.
In a highly regulated environment they work effectively with the sales and support team to resolve customer issues, both operational and technical in a timely and compliant way.
Through sophisticated analysis of instrument performance and service metrics the Transfusion Ambassador can clearly articulate and champion the value of our products and services.
They promote best practices, making a convincing case for change to implement best practice across their territory. With a broad range of technical skills, insightful product knowledge and sophisticated tools the Ambassador drives improved laboratory productivity, customer satisfaction and expands the value that Abbott brings to customers as we protect and grow the transfusion business.
Technical field support, including hardware, software and scientific applications for Abbott instrument and informatics systems and products used in transfusion medicine
Work with customers to optimize workflow and efficient use of Abbott products
Deliver Abbott certified training programs for customers and staff
Coach / support Ambassadors with product knowledge and best practices.
Coordinate customer educational events and user group meetings as required.
Demonstrate compliance with corporate / customer requirements and operating procedures
Investigate and resolve assay and product performance issues
Utilize sophisticated remote and predictive service tools to minimize customer downtime, compile reports and inform product performance investigations
Manage and deliver a timely and effective preventative maintenance program
Ensure spare parts inventories are maintained and used efficiently
Align work practices to deliver customer satisfaction and service performance metrics
Identify service sales opportunities and work with the sales team to develop or close them
Prepare instrument performance metrics and conduct regularly scheduled operational review meetings
Participate in high level business reviews as required
Conduct service support and reliability review on site level
Assist customers with inventory and order management as required
Success is demonstrated with independent measures of customer satisfaction, retention, service KPIs, territory sales and margin numbers as agreed in annual goals and performance reviews.
Bachelor’s degree or equivalent experience in applied science / medical laboratory science / electrical / mechanical or biomedical engineering is required.
Requirements / Work experience
Minimum of 3-5 years in the diagnostic industry performing high level service delivery
Excellent technical, product and transfusion industry knowledge
Demonstrated understanding and compliance with Quality Systems and processes
Exceptional customer service skills..
Confidently troubleshoot, diagnose and solve complex customer problems..
An ability to communicate and work professionally at all levels of a customer organization.
Teamwork, maturity, autonomy and resilience is expected
Strong understanding of key stakeholders and customer dynamics
Consultative and solution selling and relationship building skills well regarded
Excellent written and verbal communication skills
Ability to interpret data and troubleshoot complex issues to drive resolution
Long-term, strategic focus on account
Experience in use of analytical tools and software
JOB FAMILY : Sales Force
DIVISION : LOCATION :
LOCATION : Philippines >
Taguig City : Venice Corporate Center
ADDITIONAL LOCATIONS :
WORK SHIFT : Standard
Yes, 75 % of the Time
MEDICAL SURVEILLANCE :
SIGNIFICANT WORK ACTIVITIES :
Driving a personal auto or company car or truck, or a powered piece of material handling equipment