Career Opportunities

Laboratory Specialist

Posted on: Wednesday, March 10, 2021
Organization: Ortho Clinical Diagnostics
Location: Baltimore, MD / Work from Home
Description:

The Opportunity:

The Laboratory Specialist is the front-line resource responsible for providing technical and sales support to Clinical Laboratory (CL), Transfusion Medicine (TM), and Automation sales within a geographic territory or list of named accounts. 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 by teaming with Customer Experience Managers (CEMs) and Health System Executives (HSEs), as applicable. This position covers the territory of Baltimore, Maryland down to Virginia. This is a remote, work from home position that offers a company car, gas card, laptop, cell phone, and all vehicle maintenance is covered by Ortho.

The Responsibilities:

  • Customer Retention: Maximize customer retention rates by ensuring customer satisfaction, executing pre-defined customer touch point/call plan, leading customer training (on-site, as needed), anticipating and defending against competitive threats, and leveraging strategic selling framework

  • Menu Expansion: Proactively team with CEM & HSE to identify and close menu expansion opportunities

  • Strategic Planning: Team with CEM & HSE to align on and execute strategic plans that prioritize, retain, and expand current CL and TM accounts.

  • Product Implementation (Test of Record): Drive efficient implementation of new products through deep product knowledge and execution of optimal, standardized Ortho processes; crossed trained in CL, Automation and TM

  • Customer Support: Participate in troubleshooting and re-training to address customer issues, as necessary; work with internal Ortho resources and customer to ensure timely resolution of issues

  • Consulting and Troubleshooting: Optimize customer laboratory configuration and operation through proactive consulting and troubleshooting customer touch points;

  • Cross-Team Coordination: Collaborate with CEM to retain and expand menu; teams with HSEs to execute HSE-led IDN strategy, as applicable

  • Forecasting and Reporting: Provide timely and accurate updates on lab activity, account updates, and other reports via CRM system; collaborate with Marketing to identify opportunities for equipment placement in CRM environment

Key Accountabilities:

  • Meet overall territory revenue goal

  • Meet product-specific revenue goals

  • Meet instrumentation goals in-line with AOP language

  • Retain current accounts and maintain existing spend levels

  • Meet menu expansion goals

  • Achieve or maintain implementation timelines

  • Drive customer satisfaction

Key Points of Interaction:

  • Customer Experience Manager to strategically plan and conduct sales calls

  • Health System Executive regarding any HSE-led IDN-related opportunities

  • CL/TM Area Technical Specialist to escalate complex implementations and service issues

  • Commercial Operations to ensure timely and accurate forecasting and reporting, and support of enablement initiatives

  • National Technical Director & Technical Excellence Manager to share and align on technical best practice, standards, and operational efficiency opportunities

 

Requirements:

The Individual:

  • Education: Minimum of a Bachelor’s Degree with the Medical Technology certification, or equivalent experience.

  • Clinical Background: Minimum of 2 years of related experience in a clinical laboratory, transfusion medicine, or equivalent experience.

  • Industry/Domain Knowledge: Solid Clinical Chemistry market knowledge for the purpose of understanding market forces impacting the business.

  • Independent Worker: Ability to deliver results while working in a highly independent and fast-paced team environment

  • Business Acumen: Proficient at uncovering key business issues and providing insightful, actionable recommendations for improvement

  • Communication: Advanced verbal and written communication skills

  • Travel: Overnight travel of 50-75% will be required, depending up on workflow.

  • Must have a valid US driver's license in good standing.

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