JOB DESCRIPTION:

The Transfusion Ambassador is responsible for managing and providing on onsite and remote services to support customers using Abbott products in Blood Screening laboratories. In a highly regulated environment they work effectively with the sales and support team to resolve customer issues, both operational and technical in a timely and compliant way. Through sophisticated analysis of instrument performance and service metrics the Transfusion Ambassador can clearly articulate and champion the value of our products and services. They promote best practices, making a convincing case for change to implement best practice across their territory.  With a broad range of technical skills, insightful product knowledge and sophisticated tools the Ambassador drives 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
• Work with customers to optimize workflow and efficient use of Abbott products
• Deliver Abbott certified training programs for customers and staff
• Coach / support Ambassadors with product knowledge and best practices.
• Coordinate customer educational events and user group meetings as required.
• Demonstrate compliance with corporate / customer requirements and operating procedures
• Investigate and resolve assay and product performance issues
• Utilize sophisticated remote and predictive service tools to minimize customer downtime, compile reports and inform product performance investigations
• Manage and deliver a timely and effective preventative maintenance program
• Ensure 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 sales team to develop or close them
• Prepare instrument performance metrics and conduct regularly scheduled operational review meetings
• Participate in high level business reviews as required 
• Conduct service support and reliability review on site level
• Assist customers with inventory 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.

Educational Background

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

Requirements / Work experience

• Minimum of 3-5 years in the diagnostic industry performing high level service delivery
• Excellent technical, product and transfusion industry knowledge
• Demonstrated understanding and compliance with Quality Systems and processes
• Exceptional customer service skills..  
• Confidently troubleshoot, diagnose and solve complex customer problems..
• An ability to communicate and work professionally at all levels of a customer organization.
• Teamwork, maturity, autonomy and resilience is expected
• Strong understanding of key stakeholders and customer dynamics
• Consultative and solution selling and relationship building skills well regarded
• Excellent written and verbal communication skills
• Ability to interpret data and troubleshoot complex issues to drive resolution
• Long-term, strategic focus on account
• Experience in use of analytical tools and software

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Sales Force

     

DIVISION:

TM Transfusion Medicine

        

LOCATION:

Philippines > Taguig City : Venice Corporate Center

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 50 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment