Transfusion Medicine Ambassador (Abbott Transfusion Medicine ATM)

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.