About the organization
Abbott is a global leader in in vitro diagnostics and offers a broad range of innovative instrument systems and tests for hospitals, reference labs, blood banks and clinics. Our products offer automation, convenience, cost-effectiveness and flexibility. Abbott has helped transform the practice of medical diagnosis from an art to a science, helping to create the modern diagnostics industry through the company's commitment to improving patient care and lowering overall costs.
Abbott Diagnostic Division's (ADD) Customer Experience Organization is a part of our customer focusing organization in Europe. 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.
Abbott Diagnostics is recruiting for an Abbott Ambassador to work field based in the Aberdeen area.
Primary objective of the position
The Abbott Ambassador is responsible for the customer experience, managing and improving customer relationships, improving profitability of accounts, value expansion and ensuring the customers are NPS promoters to ensure they renew their contract with Abbott. Delivery of regular business reviews in accordance with contract and customer service need.
This role will also require Ambassadors to visit and engage with Zero-billing Accounts (i.e. non-Abbott customers) to promote Abbott and to drive sales into areas and hospitals where Abbott do not currently have a presence.
Product lines include Automation (eg. Alinity & Architect), Informatics (AlinIQ), Professional Services and market leading lines in clinical chemistry, serology and novel reagents.
Drive profitability and value expansion in close collaboration with the value expansion representative
Participate in the contract renewal team
Assist enterprise sales specialists with regular customer business reviews on c-suite level
Conduct service support and reliability review on site level
Inventory Management - ensure that orders are placed to maintain inventories
Order Management - track order / standing order schedules
Pro-active monitoring of automation systems and associated Abbott instruments
Success in this role is measured by customer satisfaction score (NPS), service key performance indicators achievement, Area Europe sales, margin and EP goals and agreed win rate and retention rate.
Bachelors degree or equivalent experience required.
Bachelors / Engineering degree in medical / electrical / mechanical, medical technology or life sciences is preferred.
Suitable, proven sales experience would also be considered in lieu of educational achievement.
Abbott puts drive and will at the forefront of their customer service delivery, the successful candidate must demonstrate the ability to deliver through lateral thinking, strategy and the will to succeed.
Requirements / Work experience
A strong track record in the diagnostic industry
Proven track record in a similar position supported by management and customer references
Excellent product and industry knowledge
Strong understanding of key stakeholders and customer dynamics
Strong relationship building skills
Excellent communication skills
Ability to identify and drive resolution of issues
As you'd expect from a global healthcare company, we offer a fantastic range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.