Senior Ambassador

Transfusion Senior Ambassador Primary objective of the position The Transfusion Senior Ambassador is responsible for managing, supervising and providing onsite and remote services to support customers using Abbott products in Blood Screening laboratories. In a highly regulated environment, the Senior Ambassador may work directly with or lead a team of 2 engineers. 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 directions to their team. They produce insightful information and reports for internal and external customers. With superior industry knowledge and sophisticated tools, the Senior 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 u2022 Technical field support, including hardware, software and scientific applications for Abbott instrument and informatics systems and products used in transfusion medicine u2022 Ensure compliance with corporate / customer requirements and operating procedures u2022 Team leadership and coaching of direct reports u2022 Analyze performance data and support escalation of product performance issues u2022 Utilize sophisticated remote and predictive service tools to minimize customer downtime, compile reports, manage complaints and inform product performance investigations u2022 Manage a timely and effective preventative maintenance program u2022 Ensure territory spare parts inventories are maintained and used efficiently u2022 Align work practices to deliver customer satisfaction and service performance metrics u2022 Identify service sales opportunities and work with the team to develop or close them u2022 Ensure regularly scheduled operational and business review meetings are conducted u2022 Conduct service support and reliability review in territory u2022 Manage inventory levels and order management as required u2022 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. Educational background Bachelors degree or equivalent experience in applied science/ medical laboratory science / electrical / mechanical or biomedical engineering is required. Requirements / Work experience u2022 Minimum of 9-12 years in the diagnostic industry performing high level service delivery u2022 Excellent technical, product and transfusion industry knowledge u2022 Demonstrated understanding and compliance with Quality Systems and processes u2022 Exceptional team leadership and customer service skills. u2022 Confidently troubleshoot, diagnose and solve complex customer problems. u2022 An ability to communicate and work professionally at all levels of a customer organization. u2022 Teamwork, maturity, autonomy and resilience is expected u2022 Strong understanding of key stakeholders and customer dynamics u2022 Consultative and Strategic selling and relationship building skills well regarded u2022 Excellent written, verbal and data driven communication skills u2022 Ability to interpret complex data and troubleshoot issues to drive resolution u2022 Long-term, strategic focus on accounts u2022 Experience in use of analytical tools and software