Customer Experience Specialist - Mumbai

JOB DESCRIPTION:

Primary Function / Primary Goals / Objectives: Business Retention, value Expansion and provide Level I service to improve customer experience, ensure the retention rate to achieve the revenue and get profitability

Major Responsibilities: • Ensure instrument analytical turnaround time (uptime/repair/maintenance) • Conduct customer business review (KPI reviews) • Manage customer relationship and thoroughly plan, prepare and follow up customer visits (pre-call plan, post-call notes) • Identify customer training requirements and deliver customer training • Coach customers and share knowledge (education) • Identify and resolve customer pain points (troubleshooting) • Replenish and control customer inventory • Build image and brand in eyes of customer • "Sell" or reinforce Abbott's total solution value offering • Collect and transmit VOC (Voice of Customer) • Contact distributor for certain business opportunity • Manage VPT process for new instrument opportunity (Value Expansion). • Renewals of most of the assigned accounts (adhering to standard renewals procedures) • Menu expansion (utilization of existing products; new product launches) • Service sales • Product promotion • Forecast and Order management • Identify/open door for opportunity to expand offering into other departments (prospecting, not doing) • Spare parts management • New assay applications • Price management • Service sales • Menu expansion • Lifecycle management of product • Service cost management • Contract Life Cycle and Compliance • NPS responsibility (incl. hot sheets) • Management of inter-client relationships • Assay availability and performance • Instrument installation & commissioning • Level 1 service/fixes & Level 1 TSBs - hardware & software upgrades • Manage customer maintenance • Proactive monitoring and communication via AbbottLink • Escalation & support • CMS Next tickets (opening & closing) • Aforce use and maintenance (CRM).

Key Requirements

Good sales background preferably in IVD or at least device industry • Med Tech background is preferred, or with Technical Application History • At least 3-5 years selling experience • Good track record in sales performance. • Practical interfacing with customers • Strong People management and communication skills • Trouble shooting/problem solving skills • Shows ability to prioritize without help • Strong Negotiation skills • Strong sales skills • Strong work ethic • Service-minded • Customer orientation • Basic application know-how

The base pay for this position is

N/A

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

JOB FAMILY:Sales ForceDIVISION:CRLB Core LabLOCATION:India > Mumbai : BKC BuildingADDITIONAL LOCATIONS:WORK SHIFT:StandardTRAVEL:Yes, 100 % of the TimeMEDICAL SURVEILLANCE:NoSIGNIFICANT WORK ACTIVITIES:Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)