JOB DESCRIPTION: About 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 Lab 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. What You’ll Do Operate 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 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; negates 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 Travel is approximately 50% 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. The base pay for this position is N/A In specific locations, the pay range may vary from the range posted. JOB FAMILY: Sales Force DIVISION: CRLB Core Lab LOCATION: Canada > Ontario : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 50 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter
