Service Solution Specialist

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

1. Articulate service contract value proposition and quote Service Contract offerings to customers.
2. Drive new business revenue by quoting and converting service expirations into sold service agreements.
3. Quote and execute renewals to maintain existing customer business. Minimize lost service agreement business.
4. Identify opportunities to aggregate multiple instruments for a customer on an agreement and assist to close, working with the Service CAMs where applicable.
5. Manage pipeline to ensure timing of closes matches Monthly Forecast & Quarterly Business Plan.
6. Monitor monthly sales as reported for accuracy and adjust action plans to account for shortages towards goal.
7. Work closely with sales, support, marketing and customers to ensure attainment of customer delight.
8. Perform all work in compliance with company policy and within the guidelines of the bioMerieux, Inc. Quality System.
9. 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.
10. Maintain customer records in Service Agreements database on a daily basis for all accounts in their territory.
11. 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.
12. Assist customer and internal teams with resolving billing disputes as needed.
13. Support audits by maintaining and updating customer data as needed.
14. Provide technical expertise/assistance in product line as required in sales process.
15. Support and/or deliver key sales presentations/demonstrations where required for selling Service.
16. Communicate with customers on service contract issues where required.
17. Oversee refresh of all departmental training materials on tools and processes and deliver to new hires. Creates new material as required.
18. 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.
19. 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.
20. 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.
21. Work closely with team management and serve as subject matter expert to identify, develop and test new process and tool improvements.
22. Support team mgmt and Service Sales by taking responsibility and accountability for projects and reports as required.
23. Collaborate with Canadian and other regions as required to promote Service Sales best practices.

Education and Experience

1. High School Diploma or equivalent required
2. B.S. in Business, Microbiology, or another related science preferred
3. 4 years of experience in service sales and/or telemarketing required
4. Familiarity with computerized information management systems (SAP and SalesForce is preferred).
5. Thorough understanding of Service Sales tools and processes.

Knowledge, Skills, and Abilities

Understanding the Business

• Business acumen to understand how a business operates and how to make it successful.

Intellectual Horsepower

• Critical thinking, using logic and reason to analyze information and make decisions in the workplace.
• Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
• Detail orientation to complete tasks without errors and produce high-quality work.

Maintaining Focus

• Priority setting that align with business objectives

Getting Organized

• Organizing work and resources efficiently to ensure smooth operations
• Planning objectives and strategies to achieve them within a set timeline
• Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently

Getting Work Done Through Others

• Managing and measuring work by tracking progress, performance, and goal achievement using metrics and KPIs.
• Informing others by sharing clear, timely information to ensure alignment.

Managing Work Processes

• Collect and analyze data to drive informed decision-making to improve performance and identify issues

Dealing with Complex Situations

• Communicates instructions clearly and effectively

Focusing on the Bottom Line

• Action Oriented: Takes action even when facing challenges
• Perseverance: Demonstrates perseverance and a focus on outcomes
• Drive for Results: Drive for Results while successfully removing barriers

Being Organizationally Savvy

• Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives
• Ability to cooperate with others at all levels including leadership

Communicating Effectively

• Written Communications - including the ability to communicate technical data in written form
• Effective verbal communication skills

Relating Skills

• Easily accessible and open to communication
• Effectively navigate social interactions in the workplace
• Build and maintain positive, productive interactions with colleagues

Developing and Inspiring Others

• Reach mutually beneficial agreements through effective communication and compromise

Managing Diverse Relationships

• Fosters a culture of inclusiveness among all team members

Acting with Honor and Being Open

• Consistently uphold and reflects the core ethical principles and values that bioMrieux promotes
• Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.
• Actively and attentively listen to others, ensuring a clear understanding of their messages, needs, and concerns.
• Emotional intelligence by having the ability to recognize, understand, and manage one's own emotions, as well as the emotions of others.

Working Conditions and Physical Requirements

1. Ability to remain in stationary position, often standing, for prolonged periods.
2. Ability to ascend/descend stairs, ladders, ramps, and the like.
3. Domestic travel required 5%