Customer Care Representative jobs in Canada

At Dräger, it is our passion and dedication to protect, support and save lives. Our dedication to life naturally extends to the quality of our employees’ lives. They are the essence of our company, and without them, we would not be what we are today – a world leader in medical and safety technology. We are searching for people who want to join us in building “Technology for Life”. The Account Manager, Acute Care is required to achieve annual sales targets at Draeger Medical, leveraging our cutting-edge solutions to drive the vision of Improving Acute Care. As the primary interface between Dräger and our customers, your role is pivotal in forging strong relationships, customer intimacy, understanding client needs, and delivering innovative solutions that enhance patients outcomes, reduce cost and improve patient / parents / family satisfaction alike in acute care settings. The successful candidate must reside in the territory, ideally in Winnipeg or Regina.

• Represent Dräger to the account at all hierarchical levels by achieving territory targets and quotas on an annual basis; proactively selling Dräger products & system solutions; managing relationships (via CRM); understanding and implementing the strategic go to market approach and initiative for medical's 5 year plan; defining individual decision makers; giving sponsorship advice to Dräger management; and propagating the hospital strategy / philosophy of Dräger.
• Establish account business plans following the Dräger Medical structure by : short medium and long-term planning in alignment with the national or regional Strategic Account Management Process; Customers’ installed base (Dräger and non-Dräger); planning via CRM short and longer term deals and by using Draeger’s established sales tools or processes i.e., blue & green sheets, GPO process; updating and analyzing won and lost orders; monitoring individual deals using account plans; monitoring ROI on marketing actions & using effectively; and updating permanently the deep knowledge about the decision-making structure within the account.
• Represent the account within Dräger Medical by co-ordinating problem-solving issues for the customer / Dräger e.g., order confirmation, invoicing, delivery, training and service requirements; co-ordinating customer needs, for example requests for documentation and offers, demos, head-office visits, clarification and acceptance of terms and conditions, settlement of orders – closing the sale
• Demonstrations, including managing demos (e.g. timing and demo equipment specification); and the realization of the site in coordination with the appropriate clinical and / or implementation specialist(s)
• Market communication, including informing the customer about market trends and aligns the account plan if necessary; updating competitive information through Dräger internal communication; reports competitive information from the customer side to marketing; updating the account information in the CRM-tool; participating actively in meetings; fostering information sharing opportunity between participants; and providing CRM information so that Sales Management, Account Management and Marketing can use this information in the execution of their tasks.
• Discounts: Account Manager – is to follow the levels of authorization defined by authority decision matrix agreements
• Systems Sales: Driving recurring revenue in Digital Solutions and Life Cycle Solutions businesses by achieving or exceeding sales targets, nurturing client relationships, identifying opportunities, collaborating cross-functionally, and ensuring customer satisfaction and retention.

• Nursing Degree or Respiratory Therapist Degree or Diploma or relevant clinical background.

• Minimum 3 years of working experience in sales.

• Established track record of success in sales.
• Sales background in hospital setting preferred
• Ability to effectively present information and respond to questions from customers, managers and other company personnel.
• Strong written communication skills.
• Bilingual in French and English, both written and verbal preferred based on territory requirements
• IT Network understanding is definitely an asset.
• Proficient in Microsoft Office.
• Valid Driver’s license and acceptable driving record.
• Valid international travel documents

• This is deemed to be a Safety Sensitive position, where performance limitations (due to substance use, for example) could result in an incident or situation with the potential for high consequences. Therefore, you may be subject to post-employment drug or alcohol screenings, for example, prior to performing work at customer sites.
• Office work.
• Regional, National and International travel required.
• Estimate up to 60% travel time required to travel to customers’ sites, most of them in Hospital environment