Ortho Clinical Diagnostics (Ortho) is a global leader of in vitro diagnostics. Ortho serves two primary industries in the medical field: clinical laboratories, by producing platforms and assays that test for a variety of diseases, conditions, and substances; and immunohematology, by providing the means to ensure blood transfusion recipients receive appropriate and compatible blood.
With a history of more than 75 years, Ortho is a pioneer in life-impacting advances in diagnostics. Worldwide across hospitals, hospital networks, blood banks and labs, Ortho's high-quality products and services enable health care professionals to make better-informed treatment decisions. Headquartered in Raritan, NJ, Ortho Clinical Diagnostics has approximately 4,300 employees serving customers in more than 120 countries.
Ortho is recruiting and retaining the best and brightest around the world. People, who are performance driven, want to make a difference and who help Ortho grow their leadership position in a changing marketplace. The power to reimagine starts with empowered people, who are empowered to grow and given the chance to succeed in ways they hadn't thought possible before.
Ortho's purpose is simple: to improve and save lives with diagnostics. They do that by reimagining what's possible. It's what defines them. It's the Ortho difference.
Ortho is an independent company, sponsored by The Carlyle Group, one of the world's largest and most successful investment firms. The company's executive leadership team has extensive diagnostic experience and a strong heritage of driving market change and innovation. Ortho is a strong brand with solid positions in attractive, growing segments and regions.
The Career Potential
Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That's something we can all take pride in as we take this journey together.
Ortho is known in the industry as a leader in customer service and support. Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do. It's who we are. If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.
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 is a remote position covering East Los Angeles, CA.
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
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
Education: Minimum of a Bachelor's Degree in Business, Life Science, or related field (or equivalent experience)
Clinical Background: Minimum of 2 years of related experience in a clinical laboratory, transfusion medicine, or equivalent experience.
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.
Work visa sponsorship is not available for this position.
Must have a valid US driver's license in good standing.
IF YOU ARE INTERESTED IN APPLYING FOR THIS POSITION:
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Ortho Clinical Diagnostics believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Ortho Clinical Diagnostics is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at email@example.com.
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