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information, please see:
https://illinoisjoblink.illinois.gov/jobs/11886176 Join us in
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professional and personal growth, all while valuing your unique
contributions.
Apply now for the position of Point of Care Customer Experience
Specialist, (CES) to p rovide support along every phase of the
customer journey for all key accounts within their designated territory.
Your role:
- Assist in the assessment of new opportunities and crafting key
account plans alongside your partner Account Executive (AE)
- Deliver reagent, instrument and informatics volume utilization as
directed by key account plans and POC performance targets
- Increase and maintain customer loyalty that delivers continual
product retention and customer feedback scores at or ahead of
promoted classification
- Complete pre-sales activities and assess current workflows and
evaluate the needs and goals of the customer - including support,
training and implementation
- Act in project management capacity with customers for
implementations, go-live installations and support of informatics /
middleware connectivity with POC devices
- Identify customer needs and requirements, including pre and post
analytical reviews, in support of the successful adoption of POC
technology by end users in key accounts
- Perform all EPOC installation and implementation requirements in
customer sites as appropriate
- Subject matter expert for all SHS and competitive emergency,
critical and primary care product lines (and competitors) both
technically & clinically. Strong functional understanding of POC
Informatics and customer information interfaces
- Assist the partner AE throughout the sales cycle to assess and
position the optimal workflow and effectiveness solutions to meet
the needs of the customer
- Develop and coordinate the customer training, implementation, and
go-live plan in conjunction with customer service to ensure that the
account meets or exceeds implementation timelines and end-user
proficiency over product usage lifecycles
- Work with customers to establish training and
verification/validation requirements and conduct troubleshooting
activities
- Develop adoption strategies that focus on best practice change
management and monitor the onboarding of customers (stakeholder
engagement, change management, implementation plans) towards to
increase the use of our Point of Care (POC) products
- Assist the customer in establishing & maintaining standardizations,
standing orders and best practices post go-lives
- In partnership with the AE, perform regular business reviews at
required intervals including the assessment of error rates, reagent
and consumable ordering, service contract management, customer
satisfaction, potential unmet needs, improvement ideas, etc. with a
view to further develop the partnership with the account
- In partnership with the AE, work to review and target customers with
a legacy install base, to determine to optimal solutions for the
customer and the company
- Work with key accounts and stakeholders to establish laboratory
requirements (eg., CLIA, CAP, JCAHO)
- Liaise between sales, technical, service and PMO organizations to
drive a positive and seamless customer experience
- Communicate product update and improvement information to customers
in accordance with regulatory, quality and compliance guidelines
- Demonstrate and/or socialize all of Sieme s Healthineers products
and services to develop the customer partnership further and foster
customer loyalty
- Document all customer activities in the appropriate customer
relationship management (CRM), Quality Management System (QMS)
and/or other tools and processes in a timely and compliant manner as
required
- Ensure that all detailed sales forecasting, training modules, and
required reporting, including in all required internal quality and
other tools and processes, are completed promptly and accurately
- Attend and present at local, regional, and national conferences as
subject matter experts
- Work with internal teams such as Marketing to develop and maintain
relationships with Key Opinion Leaders (KOLs)
Your expertise:
Bachelor\'s degree or equivalent in a biological science, nursing, or
respiratory therapy
4+ years of work history as a medical technologist, point of care
coordinator, respiratory therapist, or nurse
Point of care testing experience, either end user or oversight is
preferred
Experience in lean six-sigma and/or complex project management within a
hospital or laboratory setting
Outstanding oral, written and presentation communication skills that can
be applied to customers, with the ability to present technical informa
