Abbott Ambassador in Macquarie Park, Australia

Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Today, there are fewer, larger and more complex customers than ever before. The Customer Experience Organization is responsible to create stronger, solutions-focused customer partnerships while also meeting the day-to-day service and support needs.

The Australia/New Zealand business is in growth and looking for a strong and driven field-based Commercial professional that creates value for the assigned customer base through continuous improvement of the Laboratory’s operations performance. With deep understanding of the customers’ way of running, identifies opportunities to help both Abbott and the customer drive growth through new products, solutions additions and organic growth.

Reporting to the Regional Customer Experience Manager, the Ambassador deepens and broadens Abbott’s relationship with existing accounts and ensures value realization occurs. This role is fundamental for customer loyalty, brand reputation and sales goal achievement. The incumbent is instrumental in contract renewals and expanding Abbott’s business in alignment with customer’s goals and needs.

Other responsibilities include:

  • Act as Abbott’s main contact with customers; become a trusted partner and advisor

  • Manage and drive the development of their accounts, including key activities such as participation in strategic account management and in the post-sales implementation process

  • Promote menu expansion, targeting new or existing products; implement and provide after-sales support of these

  • Prepare and deliver regular customer operations or business reviews

  • Provide first-line service support and technical troubleshooting for defined service interventions with an average completion time of 2 hours (range 0-4 hours)

  • Provide proactive service

  • Perform instrument upgrades (technical service bulletins) of less than 2 hours

  • Identify ongoing training needs of customers and assist in delivery of these

  • Working with the Project Manager and a cross-functional team, participate in implementation of Abbott solutions (post-sale),

  • Success in this role is measured by service level achievement, economic profitability, customer satisfaction score (NPS), contract renewal rate and managed revenue.

  • Deep understanding of customers’ processes, metrics and objectives to align customer performance needs with sales opportunities.

  • Assess customer operations and identify opportunities for operational/service improvement.

  • Effectively support technical needs of the laboratory and influence new solutions buying decisions.

  • Results oriented; anticipate where sales shortfalls might be and implements contingency plans to close the gap.

Skills/Experience required:

  • Bachelor’s degree or equivalent experience required. Bachelor’s / Engineering degree in bio medical / electrical / mechanical / medical technology or commercial is preferred

  • Minimum of 3-5 years in the diagnostic industry with an emphasis on managing and expanding existing accounts, managing and improving customer relationships, improving account profitability, and handling first line service

  • Proven track record in a similar position supported by management and customer references

  • Successful engagement with customers, specifically Business Management and key stakeholders.

  • Excellent product and industry knowledge

  • Strong understanding of key stakeholders and customer dynamics

  • Strong solution selling and relationship building skills

  • Excellent communication skills

  • Ability to identify and drive resolution of issues

  • Long-term, strategic focus on account

  • The position may require travel on a frequent basis

Abbott provides some fantastic benefits for our employees, these include:

  • Reimbursed Flu Vaccination

  • Discounted Healthcare

  • Discounted Shares program

  • Fantastic Superannuation Options

  • Salary Sacrifice Options

  • AND…..Lots, lots more

Abbott is an equal opportunity employer

We ask that recruiters respect our internal recruitment process and PSA panel, and refrain from contacting us, or referring candidates to this role.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com