Transfusion Customer Experience Manager (CEM)
Mumbai, India
8d ago


Transfusion Customer Experience Manager (CEM)

About the organization

Abbott 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 CEM is responsible for managing, supervising and providing onsite and remote services to support customers using Abbott products in Blood Screening laboratories.

In a highly-regulated environment the CEM may work directly with or lead a team of Ambassadors. Working effectively with the sales and support team they resolve escalations and customer issues, both operational and technical in a timely and compliant way.

With a broad range of technical and communication skills they provide tactical and strategic direction to their team. They produce insightful information and reports for internal and external customers.

With superior industry knowledge and sophisticated tools the CEM leads from the front line to drive 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 instrument and informatics systems and products used in transfusion medicine
  • Ensure compliance with corporate / customer requirements and operating procedures
  • Team leadership and coaching of direct reports
  • Analyze performance data and support escalation of product performance issues
  • Utilize sophisticated remote and predictive service tools to minimize customer downtime, compile reports, manage complaints and inform product performance investigations
  • Manage a timely and effective preventative maintenance program
  • Ensure territory 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 team to develop or close them
  • Ensure regularly scheduled operational and business review meetings are conducted
  • Conduct service support and reliability review in territory
  • Manage inventory levels and order management as required
  • 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 9-12 years in the diagnostic industry performing high level service delivery
  • Excellent technical, product and transfusion industry knowledge
  • Demonstrated understanding and compliance with Quality Systems and processes
  • Exceptional team leadership and customer service skills..
  • 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 Strategic selling and relationship building skills well regarded
  • Excellent written, verbal and data driven communication skills
  • Ability to interpret complex data and troubleshoot issues to drive resolution
  • Long-term, strategic focus on accounts
  • Experience in use of analytical tools and software
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