ROLES & RESPONSIBILITIES

Primary objective of the position:

The Abbott Transfusion Ambassador is responsible for providing onsite and remote services to support customers using Abbott products in Blood Screening laboratories. Working effectively with the sales and support team they resolve escalations and customer issues, both operational and technical in a timely and compliant way. With a broad range of technical and communication skills they provide tactical and strategic direction to their team. They produce insightful information and reports for internal and external customers. With superior industry knowledge and sophisticated tools the Abbott Transfusion Ambassador leads from the front line to drive improved laboratory productivity, customer satisfaction and expands the value that Abbott brings to customers as we protect and grow the transfusion business.

Major accountabilities:
- Technical field support, including hardware, software and scientific applications for Abbott instrument and informatics systems and products used in transfusion medicine
- Ensure compliance with corporate / customer requirements and operating procedures
- Analyze performance data and support escalation of product performance issues
- Utilize sophisticated remote and predictive service tools to minimize customer downtime, compile reports, manage complaints and inform product performance investigations
- Manage a timely and effective preventative maintenance program
- Ensure territory spare parts inventories are maintained and used efficiently
- Align work practices to deliver customer satisfaction and service performance metrics
- Identify service sales opportunities and work with the team to develop or close them
- Ensure regularly scheduled operational and business review meetings are conducted
- Conduct service support and reliability review in territory
- Manage inventory levels and order management as required
- Success is demonstrated with independent measures of customer satisfaction, retention, service KPIs, territory sales and margin numbers as agreed in annual goals and performance reviews.

MINIMUM BACKGROUND/ EXPERIENCE REQUIRED

Minimum of 3-5 years in the diagnostic industry performing high level service deliveryExcellent technical, product and transfusion industry knowledgeDemonstrated understanding and compliance with Quality Systems and processesExceptional customer service skillsConfidently troubleshoot, diagnose and solve complex customer problemsAn ability to communicate and work professionally at all levels of a customer organizationTeamwork, maturity, autonomy and resilience is expectedStrong understanding of key stakeholders and customer dynamicsConsultative and Strategic selling and relationship building skills well regarded Excellent written, verbal and data driven communication skillsAbility to interpret complex data and troubleshoot issues to drive resolutionLong-term, strategic focus on accountExperience in use of analytical tools and software

MINIMUM EDUCATION REQUIRED

Bachelor's degree or equivalent experience in applied science/ medical laboratory science / electrical / mechanical or biomedical engineering is required.