AddressLocation : Melbourne, Australia
Position Summary :
To foster customer satisfaction and assist with achievement of business goals through providing comprehensive support of company products and their application in alignment with QuidelOrtho ANZ strategy and priorities.
Responsible for providing technical and sales support on QuidelOrtho’s products (analyzers, software, reagents) within the primary territory as identified and communicated or list of named accounts in conformity with internal quality criteria and regulatory environment, in order to contribute to the consolidation and development of the installed base. Supports and backs up other territories as needed
Responsible for driving solution implementation, providing both proactive and reactive customer support, optimizing customer laboratory configuration, and contributing to ultimate retention and menu expansion of current customers, in synergy with the sales team and in accordance with the commercial policy.
Responsible for the sales support primarily of existing customers but also in support of the Account Manager and Key Account Teams to acquire new customers and grow the business
Major Duties & Responsibilities
Customer Retention: Monitors customer base and maximizes customer retention rates by ensuring customer satisfaction, optimizing the use of systems through advices and information sharing, strengthening customer’s expertise by leading on-site customer training as needed, anticipating and defending against competitive threats, and leveraging strategic selling framework
Consultative support: Supports sales team with technical expertise to define and position the value of QuidelOrtho’s solutions. Collaborates with sales teams to deliver solution demos to potential customers
Account Growth: Collaborates with sales colleagues to identify opportunities for improvements and/or equipment placement within current accounts
Drives menu adoption at installation, proactively identifies and brings to conclusion menu expansion opportunities and works with customer to bring current send-outs and esoteric testing in house where possible.
Product Implementation: Drives and manages efficient implementation of solutions through deep product knowledge and execution of optimal, standardized QuidelOrtho processes.
Ensures pre-installation audits of the systems. Performs the calibration, setting and connection of the systems in accordance with contracts, audits and company specifications.
Provides training on use of systems. Integrates systems into the lab by assisting the customer in validating the equipment on-site until the OQC is signed. Supports registration of the validation of methods
Customer Support: Participates in troubleshooting and re-training to address customer issues, as necessary; works with internal Ortho resources and customer to ensure timely resolution of issues.
Collaborates in the process of vigilance and management of customer complaints by identifying and diagnosing complaints and recording any event in the Complaint Handling database. Escalates complex issues to the Technical Solutions Center in accordance with the procedure in place. Conducts on-site investigations under the responsibility of the Technical Solutions Center or Regulatory Affairs. Participates in communication of technical and scientific information to customers (Technical bulletin, regulatory affairs notifications, product information, etc.)
Opportunity Qualification: Provides input to sales team during opportunity qualification stage to enable a go/no go decision to be reached
Forecasting and Reporting: Provides timely and accurate updates on lab activity, account updates, and other reports via CRM system
Other Duties :
Provide support for QRC activities
Actively participate in Industry conferences as needed
Attend, prepare and participate in team meetings
Identify potential key opinion leaders from customer base
Keeps abreast of developments in laboratory medicine and shares this information with both customers and company colleagues
Minimum Education or Equivalent Experience Required/Preferred
Degree in Science
5 years of experience in healthcare/diagnostics/hospitals.
Demonstrated experience in laboratory medicine through working in diagnostic laboratories and/or in IVD company is preferred.
Tertiary qualification in science or related discipline.
Cert IV in Training and Assessment
Minimum Years of Related Knowledge, Skills and Abilities Required/Preferred
Background or formal knowledge in one or more of the following laboratory disciplines is preferred:
- Clinical Chemistry
- Immuno-diagnostics
- Blood Banking
Demonstrate understanding of how IVD products are used and applied to patient care
Understands the team role played by the Laboratory Specialist and the interaction with other team members such as Account Manager and Field Engineer
High sense of urgency to fix problems and escalate appropriate ones to other support levels
Excellent communication skills
High degree of integrity, self-awareness and positive solutions focused attitude.
Able to develop professional relationships with colleagues at all levels
Ability to organize effectively and deliver on commitments with minimal supervision.
Intermediate to Advance level of MS Office Suite
Ability to work well under pressure
Hold a valid unrestricted drivers’ license and a valid passport at all times
Business Acumen: Proficient at uncovering key business issues and
Required Travel
Local, interstate and international travel may be required
