Service Solution Specialist

Description

This position follows a hybrid work model, with an expectation to be onsite at our Salt Lake City or Raleigh office 2-3 days per week.

The purpose of this job is to maintain and establish growth of the current service agreement base and create new business opportunities through conversion of service expirations to sold service contracts leading to increased revenues for the company. The Senior Service Solutions representative is directly responsible for (a) training and mentoring new representatives (b) monitoring their work and helping them understand and correct errors (c) achieving the territory sales goals and maintaining existing customers within a territory as defined by bioMerieux. Conducts telemarketing activities contacting customers who do not have service contracts, and sells the value of our contract offerings.

Primary Responsibilities

• Articulate service contract value proposition and quote Service Contract offerings to customers.
• Drive new business revenue by quoting and converting service expirations into sold service agreements.
• Quote and execute renewals to maintain existing customer business. Minimize lost service agreement business.
• Identify opportunities to aggregate multiple instruments for a customer on an agreement and assist to close, working with the Service CAMs where applicable.
• Manage pipeline to ensure timing of closes matches Monthly Forecast & Quarterly Business Plan.
• Monitor monthly sales as reported for accuracy and adjust action plans to account for shortages towards goal.
• Work closely with sales, support, marketing and customers to ensure attainment of customer delight.
• Perform all work in compliance with company policy and within the guidelines of the bioMerieux, Inc. Quality System.
• Establish and maintain communications with sales, field service (internal and external), marketing, and customers to ensure attainment of customer satisfaction through programs and policies that are being developed consistent with customer needs and desires.
• Maintain customer records in Service Agreements database on a daily basis for all accounts in their territory.
• Submit a complete and accurate Bookings Package (including Billing Cover Sheet, Quote and PO) to Finance on a timely basis while assisting Finance in administering contract entitlements as needed.
• Assist customer and internal teams with resolving billing disputes as needed.
• Support audits by maintaining and updating customer data as needed.
• Provide technical expertise / assistance in product line as required in sales process.
• Support and / or deliver key sales presentations / demonstrations where required for selling Service.
• Communicate with customers on service contract issues where required.
• Oversee refresh of all departmental training materials on tools and processes and deliver to new hires. Creates new material as required.
• On board and mentor new hires for, at a minimum, the first 6 months, checking all customer quotes for accuracy. Help new teammates to understand their errors and equip them with the knowledge / tools to avoid similar errors.
• Share best practices on sales pipeline and workload management with team members. Model best practices and be shadowed by new team members in customer calls and other reviews.
• Coach team mates on how to present the value of bioMerieux services to the customer and assist team management in developing related tools and presentations for Service Sales, Field Sales and Field Service.
• Work closely with team management and serve as "subject matter expert" to identify, develop and test new process and tool improvements.
• Support team mgmt and Service Sales by taking responsibility and accountability for projects and reports as required.
• Collaborate with Canadian and other regions as required to promote Service Sales best practices.

Education and Experience

Knowledge, Skills, and Abilities

Understanding the Business

Intellectual Horsepower

Maintaining Focus

Getting Organized

Getting Work Done Through Others

Managing Work Processes

Dealing with Complex Situations

Focusing on the Bottom Line

Being Organizationally Savvy

Communicating Effectively

Relating Skills

Developing and Inspiring Others

Managing Diverse Relationships

Acting with Honor and Being Open

Working Conditions and Physical Requirements

The estimated wage range for this role is between $27.00 and $41.25 / hour. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate's experience and will be presented in writing at the time of the offer.

In addition, bioMerieux offers a competitive Total Rewards package that may include :

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Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https : / / careers.biomerieux.com / or contact us at [emailprotected] .

BioMerieux Inc. and its affiliates are Equal Opportunity / Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at [emailprotected] , or by dialing 711 for access to Telecommunications Relay Services (TRS).