Senior Service Account Manager

Job Description Summary

You will take the lead in winning service sales opportunities in the assigned territory by building and conveying compelling Service Contract value propositions to maximise contract capture as well as work closely with the equipment sales team to win future install base and drive equipment lifecycle upgrade opportunities. Additionally, you will be responsible for creating and winning sales opportunities of ultrasound upgrade and solution, to collaborate closely with the country equipment and channel teams to build relationship with managing short and long-term business goals for Lifecycle Upgrades portfolio in Thailand.

To be successful, you will need to develop strong relationships with departmental and technical decision makers in the assigned accounts, and where applicable work with the equipment sales team to gain access to customer decision makers.

Job Description

Responsibilities

Financial Performance

• Accountable to contribute to achieving Operating Plan targets for service revenue and profit margin and equipment orders and sales.
• Ensuring pricing compliance for opportunities to maximise business profit.
• Accurately forecast orders and sales within Salesforce through management of opportunities.

Territory & Account Management

• Create business plans for territory/assigned accounts including, but not limited to opportunity development, competitive strategies and targets.
• Build strong business relationships and formulate account strategies and plans together with equipment team colleagues to continuously strengthen relationships within the assigned accounts/ territory.
• Maintain customer records, profiles and all interactions with customers in GEHC’s CRM tools.
• Track and communicate market trends to/from the field including competitor data, and develop and lead effective counter-strategies.
• Ownership of service contract customer queries and working with relevant teams to resolve.
• Preparation for customer visits and supplier performance reviews which may include reporting and presenting performance data.

Product & Market Expertise ( Focus in ultrasound business)

• Strong knowledge of product and Market of ultrasound business in Thailand. proactively share this intelligence with commercial teams.
• Ability of presentation and demonstration of GE ultrasound product
• Actively collaborate and work with the product team to ensure customer satisfaction and commercial success.
• Understand the customers business and technical problems and develop creative, innovative solutions and product configurations to solve them.
• Effectively utilise GE resources, approved product marketing material and promotional material to actively support the customer through the decision-making process to ensure successful outcomes for GE.

Opportunity management

• Manage the service contract opportunity funnel maximizing win rate
• Manages the contractual process between the customer and GE Healthcare, including negotiating terms and conditions, minimizing risk and liability for GE and liaising with relevant internal legal and commercial stakeholders for support.
• Identify and create new opportunities and work with sales leaders and account teams (where applicable) to continuously increase prospect funnel for system upgrades.
• Create and maintain opportunities in the applicable territory
• Where appropriate, ownership of order and configuration quality at the point of entry to ensure accuracy and configuration integrity.
• Estimate date of delivery to customer based on knowledge of the company's production and delivery schedules ensuring fulfillment of the order is according to customer expectations and enhances customer satisfaction.

One GEHC teamwork

• Develop strong, long term customer relationships within a given geography whilst working closely with the Equipment Sales Team, Central Commercial Service Team, Service Delivery Managers (SDM), Field Service Engineers (FE) and back office support employees.
• Work closely with the equipment sales team to help win future IB by joining appropriate sales calls to understand customer business problems, sell the value of GE service solutions and provide competitive & formal Point of Sale (POS) quotations.
• Collaborate with and leverage subject matter experts and other resources within GEHC channels to build relationships and secure business.

Compliance

• Adhere to and uphold highest standards of compliance to relevant international and local Regulatory and GE Healthcare Promotional Codes.
• Adhere to all applicable GE and GE Healthcare compliance policies, codes, and training requirements.
• Identify and report any quality or compliance concerns and take immediate corrective action as required.

Quality Specific Goals

• Be aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.
• Complete all planned Quality and Compliance training within the defined deadlines.
• Maintain knowledge of and understand all applicable Global and Regional Privacy and Anti-Competition Policies and operate within them to ensure that no company policy or Local/ Int’l Law is broken.
• Maintain knowledge of and understand all applicable Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or local / Int’l Law is broken.
• Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.

Qualifications and Experience

• Tertiary education in related fields, or minimum 8 years of in-field selling experience in a medical, healthcare or technical field( e.g. biomedical engineering, medical physics) or Life Sciences field. Ultrasound backgroup is preferable
• Proven and progressive previous experience in sales/services/promotion to C-suite and  technical decision makers e.g. CEOs, Strategic Planning Directors, Facilities/Estates managers, Biomedical Engineers, nursing staff, medical specialty staff (Anesthesiology, Radiology, Intensive care, Nuclear Physicists etc.).
• Strong business and customer management acumen.
• Proficient with microsoft applications such as Excel, Word and PowerPoint.
• Ability to interface with both internal team members and external customers as part of solutions based sales approach.
• Excellent verbal and written communication skills.
• Excellent organizational skills.
• Excellent negotiation & closing skills.
• Able to travel and work flexibly when required

Desired Characteristics

• Experience in the health care industry.
• Self-motivated, willingness to take the initiative to identify opportunities.
• Team oriented with a customer satisfaction mindset.
• Willingness to be flexible/adapt to changing work environments.
• Thrive in a fast-paced, dynamic business environment.
• Demonstrate behaviours including empathy, humility, integrity, and resilience.
• Solid problem-solving skills (ability to manage and resolve conflict, communicate issues, and propose solutions to both internal team members and external customers).

Additional Information