AddressAbout Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:
Career development with an international company where you can grow the career you dream of.
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position is field based in Ontario, in the Core Diagnostics Division. We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.
This role:
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.
Be the representative of Abbott and the Core Diagnostics 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.
Accomplishes results individually, working remotely and in collaboration on teams and work groups.
Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget. Considers financial and customer implications as part of decision making. Acts as trusted partner and resourceful advocate to existing customers.
Drive Continuous Improvement Process with our current and future customers by utilizing Business Analytics platform for identifying insights from BI tool and data from Laboratory Information System, helping customer identify Operational optimization initiatives in their Lab and actively participate in implementing and measuring outcomes through AlinIQ Solutions
Uses and contributes to data integrity of CRM Software (Salesforce.com) database of customer contacts and interactions and use it daily to achieve sales effectiveness.
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.
Main weekly tasks fall into 4 categories:
CUSTOMER RETENTION RATE:
Ensure instrument analytical turnaround time (Escalations related to uptime/repair/maintenance)
Conduct Quarterly customer business review (Commercial and Service KPI reviews)
Negotiate and define Service and Reagent contract Extensions and renewals for CC/IA and Hematology instruments and AlinIQ Solutions
Manage customer relationship and thoroughly plan; prepare and follow up customer visits (pre-call plan; post-call notes)
Identify customer training requirements.
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)
Creates account specific strategies to retain and grow the business.
VALUE CREATION AND EXPANSION:
Drive menu expansion and Value creation (utilization of existing products; new product and new assay applications) based on Menu gap analysis and Instruments Utilization Analysis
Price management
Service sales
Free of charge control
Lifecycle management of product
Order and CPR management
Contract Life Cycle and Volume commitment Compliance
Supports lab implementations - works with the team to manage new installations including arranging site surveys, ordering instruments, UPS’s, arranging water supply, interfacing, Abbottlink connection and organizing training
Attend Relevant trade Association meetings, conferences and tradeshows
BUILD PROMOTERS:
Build customer loyalty and drive up NPS Score through Follow up and improvement (hot sheets)
Management of inter-client relationships
Proactive monitoring and communication via AbbottLink
Customer inventory
Carry out lunchtime meetings to demonstrate educational materials and web-based learning about new or existing Abbott solutions, engaging with all grades of lab staff
SYSTEMS & TOOL MANAGEMENT:
CRM (Salesforce.com) daily use and data maintenance, tracking calls, pipeline and opportunities
Driving your territory insights and planning by analyzing Power BI Sales Performance Metrics
Required Qualifications
Bachelor’s degree required. Life Sciences/ Microbiology / Engineering (Biomedical / Electrical / Mechanical) Medical Technology or Commercial is preferred.
One to three years working in a Laboratory environment performing diagnostics tasks in Chemistry, Pathology, Microbiology or Blood Bank (preferred).
Three to five years performing sales duties including calling on Health Care Professionals / Medical Lab Technologists to achieve sales targets.
Experience providing technical product application and/or hardware support. (Preferred)
Experience with salesforce.com and PowerBI
Experience interfacing with customers.
Strong people management and communication skills
Troubleshooting/problem solving skills.
Computer skills (word, excel, power point, internet savvy)
Shows ability to prioritize independently.
Negotiation skills
Sales techniques and sales cycles.
Commitment to customers’ needs by listening and translating into action items.
Customer Service-minded
Customer centric
In depth understanding of the Diagnostics laboratory environment including process workflow, equipment maintenance, quality control, result Validation and operations.
Good understanding of the purchasing process in their territory / province (Group Purchasing Organizations, government approval processes, budget approvals …etc.)
Sales process knowledge and Account management experience. Value expansion principle of current installed base understanding
Anticipates, identifies and meets internal and external customer needs and requests; negotiates and Resolves Conflicts; maintains a professional demeanor, even under stressful conditions.
Displays effective oral and written communication to accomplish business goals and foster building customer rapport and relationships.
Effectively Manages Time; Prioritizes tasks and defines tasks necessary to meet goals; Organizes own activities and time to complete multi-faceted tasks and assignments; Manages daily workload related to call documentation.
Day travel is approximately 50%, overnight travel is approximately fou nights per month.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
