Ambassador

Job description

JOB DESCRIPTION:

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 107,000 colleagues serve people in more than 160 countries.

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

Our Diagnostics business in Australia continues to grow, and we are currently inviting expressions of interest for a strong and driven field-based Ambassador to join the team in Perth.

Reporting to the Customer Experience Manager, the Ambassador is a highly motivated individual who enjoys building strong relationships, problem solving and solution development. Working as an Abbott Diagnostics Ambassador, you play a vital role in the success of this team by focussing on account management and growth and building customer loyalty.

What a day in this role looks like:

You would be working in a fast paced yet a very supportive team where we strive each day to make a difference to our customers by setting benchmarks for quality and customer service.

In this role your day to day responsibilities would include:

• Acting as Abbott’s main contact with customers; become a trusted partner and advisor
• Managing and driving the development of their accounts, including key activities such as participation in strategic account management and in the post-sales implementation process
• Promoting menu expansion, targeting new or existing products; increased instrument utilisation, implement and provide after-sales support of these
• Preparing and delivering regular customer operations or business reviews
• Maintaining accurate and up-to-date customer data
• Providing first-line service support and technical troubleshooting for defined service interventions with an average completion time of 2 hours (range 0-4 hours) and representing the Abbott values by providing proactive service support
• Performing instrument upgrades (technical service bulletins) of less than 2 hours
• Identifying 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, account revenue growth and customer satisfaction score

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.

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