AddressWelcome to Abbott! We’re glad you’re here. We create better, healthier lives every day at Abbott, and we invite you to be part our journey.
About us
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.
Abbott Transfusion is a global leader in in vitro diagnostics and offers a broad range of innovative instrument systems and tests for hospitals, reference labs, blood banks and clinics. Our products offer automation, convenience, cost-effectiveness, and flexibility. Abbott has helped transform the practice of medical diagnosis from an art to a science, helping to create the modern diagnostics industry through the company's commitment to improving patient care and lowering overall costs.
Primary objective of the position
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.
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 instrumentation and informatics systems and products used in transfusion medicine.
- 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, ensuring all sites remain compliant with instrument PM schedules for all platforms.
- 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 information on the opportunity.
- Review instrument performance metrics from Primary site and deliver operational reviews on quarterly basis.
- Participate in high level business reviews as requested.
- Conduct service support and reliability review for primary customer site.
- Complete Monthly stock takes and report to CEM.
- 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 5 years in the diagnostic industry performing high level service delivery .
- Excellent technical, product and transfusion industry knowledge.
- Service experience with Alinity s, c&I, a3600 or CD emerald well regarded.
- Demonstrated understanding and compliance with Quality Systems and processes.
- Exceptional customer service skills. Proven Ability to deliver outstanding NPS scores.
- 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
Position Details:
- Interstate/international travel may be up to 10% both planned and unplanned.
- Locations Sydney, Brisbane, Melbourne, and Perth.
- Role is considered remote but requires significant attendance at customer site (80%).
- Travel to NZ to Support the Architects at NZBS may be required.
- Regional or Global Meeting attendance may be required.
Abbott is committed to building a diverse workforce that values diversity across gender, age, culture, disability and lifestyle.
In order to be eligible to work for Abbott in Australia or New Zealand, you must hold current working rights with no restrictions for the respective country applicable.
