Bilingual Customer Relationship Manager (Medical Devices)

Responsibilities

• Travels throughout assigned territory to call on regular and prospective customers to solicit orders, or talks with customers in person or by phone. Demonstrates highest level of product knowledge to support internal and external customers. Quotes prices and credit terms and prepares sales contract for orders obtained
• Displays or demonstrates product, using samples, sales aids, product information to emphasizes salable features and product differences including exploring customers needs for POC testing.
• Completes method verification for all purchased instruments to ensure system(s) are brought live in an efficient time period to meet the customer’s expectation. This includes all reagents, instruments and middle ware product lines.
• Ensure CRM entries are up to date regularly including new customers. Ability to demonstrate knowledge of the market and the competition.
• Assists customer with lot conversions as requested and verified by contract commitments for new reagents in an efficient time period to meet the customer’s expectation either on site or remote utilizing middle ware accreditation tools.
• Assists with problem solving for customers covering reagents, kits procedures, adaptations, software upgrades, and instruments as appropriate and when necessary follows organization’s escalation SOP.
• Understands RFP protocol and follow SOP for proposal.
• Ensures all administrative tasks are completed timely and within assigned deadlines.
• Assist customers and the service department with instrumentation as well as generic and specialized product trouble shooting as appropriate and when necessary follows organization’s escalation SOP.
• Develops and maintains relationships with procurement groups and management.
• Attends trade shows and demos products. Demonstrates instrumentation including setup and break down.
• To ensure meeting company objectives, completes business plan per territory . Attends MBRs to review business plan with team and necessary management.
• Coordinates problem solving for customer covering reagents, kits, procedures, adaptations, software upgrades, and instruments as appropriate
• Supplies appropriate communication and documentation regarding all above mentioned issues.
• Works with co-workers to keep account activities and literature up to date.
• Follow SOP - facilitates pre-site installation inspections as required.
• Gives presentations where requested.
• Responsible for exploring customer needs for Point of Care testing in coagulation at each sales call, noting in CRM details of current Point of Care testing vendor, and informing the appropriate Group affiliate of any immediate needs uncovered.
• Estimates date of delivery to customer, based on knowledge of own firms’ production and delivery schedules.
• Performs customer on-site evaluations/demonstrations/lectures as requested.
• Coordinates customer training.
• Tracks stock levels.
• Helps in updating and maintaining technical/competitive product files.
• Supplies appropriate telephone support. Manages expenses by adhering to company T&E policy.
• Works on special projects as assigned by management.