Customer Experience Specialist, POC - Boston at Siemens Healthcare Diagnostics Inc.

Posted in Other 7 days ago.

Location: Boston, Massachusetts

Job Description:

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your 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 Siemens 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 information in a clear and concise manner to drive sales success

  • Highly proficient in the use of sales and customer relationship management (CRM) platforms

  • Ability to demonstrate strategic critical thinking and focused, executable decision making

  • Highly organized, able to manage multiple tasks and projects simultaneously

  • Must be able to travel throughout designated territory to customer sites and other business locations in the USA as required

To find out more about the specific business, have a look at :

Who we are:
We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site

The pay range for this position is $80,000-$102,000 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. The annual incentive target is $60,000. Siemens Healthineers offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here:

This information is provided per the required states Pay Transparency Laws. Base pay information is based on market location. Applicants should apply via Siemens Healthineers external or internal careers site.

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Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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