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 Force

DIVISION:

CRLB Core Lab

LOCATION:

India Mumbai : BKC Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 100 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)