The Opportunity

This position is remote.

Primary territory is in Indianapolis, IN

Travel up to 70%.

Valid drivers license.

What You’ll Work On Be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer. The Ambassador operates as the primary account management contact with customer accounts, focusing on improving economic profitability, increasing customer loyalty, securing retention, and driving value expansion.

Act as a trusted partner to existing customers.

Build promoters and achieve a targeted retention rate. Manage and drive the development of accounts according to strategic account plan (value expansion; economic profitability).

Deliver first-line support and technical troubleshooting & elevate Level 2+ issues to service specialists to minimize overall cost to serve. Coordinate order; delivery; and billing

Responsible for implementing and maintaining the effectiveness of the quality system.

RETENTION RATE: Ensure instrument analytical turnaround time (uptime/repair/maintenance)

Conduct customer business reviews (KPI reviews)

Manage customer relationships and thoroughly plan; prepare and follow up customer visits (pre-call plan; post-call notes)

Identify customer training requirements

Coach customers and share knowledge (education)

Identify and resolve customer pain points (troubleshooting)

Replenish and control inventory

Build image and brand in the eyes of customer

“Sell” or reinforce Abbott’s total solution value offering

Collect and transmit VOC (Voice of Customer)

REVENUE: Menu expansion (utilization of existing products; new product launches)

Service sales

Product promotion

Value creation

Order management

Contract management

Identify/open door for opportunity to expand offering into other departments (prospecting; not doing)

Customer consumables management

New assay applications

VALUE CREATION AND EXPANSION: Price management

Service sales

Free of charge control

Menu expansion

Lifecycle management of product

Service cost management

CPR management

Contract Life Cycle and Compliance

BUILD PROMOTERS: NPS responsibility (hot sheets)

Management of inter-client relationships

ANALYTICAL TURNAROUND TIME: Assay availability and performance

Instrument installation & commissioning

First-line level service/fixes

TSBs – hardware & software upgrades

Proactive monitoring and communication via Abbott Link

Escalation & support

Customer inventory

SYSTEMS & TOOL MANAGEMENT: CMS Next tickets (opening & closing)

A force use and maintenance (CRM)

Paris (reports)

Key Performance Metrics: Retention Rate

Net Promoters Score

Cost of Service

Territory Sales Plan achievement – Base business sales and new business growth

Account EP Plan improvement

First Line Service KPIs

Accountability: Be the representative of Abbott and the ADD brand to the customer with emphasis on laboratory management. Will interact with Acquisition and Sales Specialist teams; Value Expansion Representatives; Area/ Regional Marketing; Customer Support Center and Technical Service; and Finance. This position is a very visible and will influence customer purchase decisions.

Makes decisions on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget of approximately 3.0MM for the US. Considers financial and customer implications as part of decision-making.

Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns

Exhibits a high level of integrity; honesty; keeping commitments and presenting information completely and accurately to internal and external customers. Monitor and maintain customer satisfaction through direct contact. Adheres to safety guidelines; policies; and procedures.

Required Qualifications: Associate degree or an equivalent combination of education and work experience.

Minimum of 2 years experience of relevant experience with instrumentation utilized in a laboratory/blood bank environment.

Minimum of 2 years of experience interfacing with customers.

Preferred Experience: Bachelor’s degree or equivalent relevant experience required.

Bachelor’s degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.

Two to four years’ experience relevant experience with instrumentation utilized in a laboratory environment, or directly in laboratory environment, field service, technical call center, for Abbott Diagnostics products.

Experience providing technical product application and/or hardware support.

Experience interfacing with customers.

Strong people management and communication skills

Trouble shooting/problem solving skills.

Computer skills (word, excel, power point, internet savvy)

Shows ability to prioritize independently.

Negotiation skills

Demonstrate sales skills.

Commitment to customers

Service-minded.