Senior Ambassador

Thornton Tomasetti; New Delhi; Hybrid; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Remote work potential

Onsite field service

Job summary

Abbott is seeking a Transfusion Senior Ambassador to provide onsite and remote service support for blood screening instruments and informatics. You may lead a small engineering team, coordinate with sales and support, and drive improvements in lab productivity and customer satisfaction in a regulated environment.

The role emphasizes technical and communication skills, service reporting, and driving service performance while exploring opportunities to expand Abbott’s transfusion business.

Job description

Transfusion Senior Ambassador

The Transfusion Senior Ambassador is responsible for managing, supervising and providing onsite and remote services to support customers using Abbott products in Blood Screening laboratories. In a highly regulated environment, the Senior Ambassador may work directly with or lead a team of 2 engineers. Working effectively with the sales and support team they resolve escalations and customer issues, both operational and technical, in a timely and compliant way. With a broad range of technical and communication skills they provide tactical and strategic directions to their team. They produce insightful information and reports for internal and external customers. With superior industry knowledge and sophisticated tools, the Senior Ambassador leads from the front line to drive improved laboratory productivity, customer satisfaction and expands the value that Abbott brings to customers as we protect and grow the transfusion business.

Major accountabilities

• Technical field support, including hardware, software and scientific applications for Abbott instrument and informatics systems and products used in transfusion medicine


• Ensure compliance with corporate / customer requirements and operating procedures


• Team leadership and coaching of direct reports


• Analyze performance data and support escalation of product performance issues


• Utilize sophisticated remote and predictive service tools to minimize customer downtime, compile reports, manage complaints and inform product performance investigations


• Manage a timely and effective preventative maintenance program


• Ensure territory spare parts inventories are maintained and used efficiently


• Align work practices to deliver customer satisfaction and service performance metrics


• Identify service sales opportunities and work with the team to develop or close them


• Ensure regularly scheduled operational and business review meetings are conducted


• Conduct service support and reliability review in territory


• Manage inventory levels and order management as required

Success is demonstrated with independent measures of customer satisfaction, retention, service KPIs, territory sales and margin numbers as agreed in annual goals and performance reviews.

Educational background

Bachelor’s degree or equivalent experience in applied science/ medical laboratory science / electrical / mechanical or biomedical engineering is required.

Requirements / Work experience

• Minimum of 9-12 years in the diagnostic industry performing high level service delivery


• Excellent technical, product and transfusion industry knowledge


• Demonstrated understanding and compliance with Quality Systems and processes


• Exceptional team leadership and customer service skills.


• Confidently troubleshoot, diagnose and solve complex customer problems.


• An ability to communicate and work professionally at all levels of a customer organization.


• Teamwork, maturity, autonomy and resilience is expected


• Strong understanding of key stakeholders and customer dynamics


• Consultative and Strategic selling and relationship building skills well regarded


• Excellent written, verbal and data driven communication skills


• Ability to interpret complex data and troubleshoot issues to drive resolution


• Long-term, strategic focus on accounts


• Experience in use of analytical tools and software

The base pay for this position is N/A In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Support Services DIVISION: TM Transfusion Medicine LOCATION: INDIA > DELHI > NEW DELHI : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next‑generation diagnostics, life‑changing devices, science‑based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well‑being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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