Job Description

JOB DESCRIPTION:

Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

An exciting opportunity has arisen for a Customer Experience Manager to ensure the delivery of economic profitability, customer satisfaction and retention within our immunoassay and informatics portfolio. The role is committed to providing tactical direction, coaching and leadership to drive the commercial imperatives and deliver best-in-class service and support in the IVD market. 

Main Responsibilities:

  • Lead the Customer Experience team to achieve sales and value expansion goals, ensure customer satisfaction, resolve customer issues in timely manner
  • Assist in achieving renewal of existing acquisition business opportunities
  • Assist in providing efficient instrument installations, commissioning and customer training
  • Identify strategic opportunities for value expansion and ensure these are turned into tactical elements driven and executed by the Customer Experience team
  • Conduct regular in-field commercial coaching of team members
  • Ensure all team members are appropriately trained to deliver the above goals, including Consultative Selling Skills and Achieving Service Excellence
  • Conduct skill gap analysis and develop plans to address identified gaps; follow up training that has been conducted to ensure effectiveness
     

Requirements to succeed in the role:

  • Proven ability to manage, coach and motivate people
  • High level leadership skills
  • Ability to work effectively in a matrixed structure; ability to influence other functional groups over whom there is no authority
  • Commercial & service business experience with financial acumen
  • Strong understanding of key stakeholders and customer dynamics
  • Critical thinking and problem-solving skills
  • Minimum of undergraduate tertiary degree, preferably in science/commerce-related discipline, Biomedical engineering
  • Desired – Business Degree or equivalent
  • Prior experience managing teams is highly desirable
  • Experience in business to business service and sales.
  • Prior experience working in the diagnostics industry mandatory
  • Experience in dealing with commercial activity at C Suite level
     

Abbott provides some fantastic benefits for our employees, these include:

  • Reimbursed Flu Vaccination
  • Discounted Healthcare
  • Discounted Shares program
  • Excellent Superannuation Options
  • Salary Sacrifice Options
  • AND…..Lots, lots more
     

Abbott is committed to building a diverse workforce that values diversity across gender, age, culture, disability and lifestyle.
 

We ask that recruiters respect our internal recruitment process and PSA panel, and refrain from contacting us, or referring candidates to this role.

JOB FAMILY:

Sales Force

DIVISION:

ADD Diagnostics

LOCATION:

Australia > Doncaster : 666 Doncaster Road

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 50 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable

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