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.
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 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 firstname.lastname@example.org