Service Account Manager jobs at Ge Healthcare in Malaysia, Kuala Lumpur

Responsibilities include (but are not limited to):

• Partner with channel excellence team to drive operationalization of the Channel Management Program leveraging metrics, communication, and accountability, including managing the lifecycle of partner qualification, onboarding, performance management, and transitioning.
• Ensure sales and service alignment on go-to-market strategy on service providers direction i.e CP vs CP2.0 vs SP operationalization
• Manage channel partner relationship on a day-to-day basis and provide transactional support compliance. Execute regular operating mechanism for performance review with partners, considering service operational and commercial KPIs, align on offboarding and onboarding decisions with the leadership team
• Ensure Service Ops Coordination with partners includes among others training, escalation and channel process rigor
• Provide administrative and operational leadership to the channel teams, ensuring efficient day-to-day operations, and responsible for quality, compliance, customer experience
• Manage and influence individuals and teams directly or indirectly reporting to this role to drive overall accountability, ownership, and progress against goals.
• Own and maintain daily communication with partners and key customers to ensure resolution and proper follow-up, leading to customer satisfaction. Collaborate cross-functions with sales and services, commercial and operations, and other functional support teams in a coherent and consistent fashion to achieve business results and local goals in terms of profitable delivery of services
• Support service commercial growth for channel by analyzing, prioritizing related needs, and addressing gap together with Service Sales Manager and Service Segment Leaders
• Deploy Service Provider program and processes, and assess partners to improve customer experience, quality, and performance to meet delivery metrics and financial targets
• Ensure service readiness and NPI support, technical training and competency management for indirect, support coordination to partners and customers, CSO management, FMIs, tools management, parts planning, service quality, EHS and audits
• Align with regional teams to implement frameworks, processes, and tools to improve channel efficiency service operations

Qualifications / Requirements:

• Bachelor degree or above
• At least 5-8 years’ experience working in a regulated medical device or healthcare industry, preferably with working experience in service, channel or operations roles
• Proven experience leading projects and managing customer relationships
• Strong horizontal working within matrix organization and influencing skills
• Customer focused mindset with proven ability to respond quickly to internal and external customer needs
• Ability to understand and articulate complex business issues into simple messages and define required solutions.
• Strongwritten and verbal communication and presentation skills.
• Strong ethics, integrity and compliance orientation

Preferred Qualifications:

• Prior field sales or field service experience
• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
• Understanding of customer/marketplace and drivers that influence customer behavior

Inclusion and Diversity

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

Roles and Responsibilities

• 7- 10 years of experience in medical device or imaging sales.
• within a geographic area responsible for selling product(s), services, parts, solutions, or projects
• Utilizes in-depth knowledge of own and others sales territory, product lines, markets, sales processes or customer groups and uses analytical thinking and commercial experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated, day-to-day problems with projects, product lines, markets, sales processes, or customers. Ability to prioritize information for decision making. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
• These sales jobs will mainly be individual contributors.
  A job at this level requires strong interpersonal skills. Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information, developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

Desired Characteristics

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.

Role & Responsibilities

• Develop and implement sales and marketing strategies to drive growth of Point of Care ultrasound in the SEA6 (Singapore, Malaysia, Cambodia, Brunai, Myanmar and Laos) markets.
• Strategically responsible for business development, growth strategies and Go-To-Market plans in coordination with AKA segment leader and sales channel partners.
• Work with channel partner sales leaders and account management teams to increase prospects and drive closure of opportunities to meet sales, orders, and margin targets.
• Managing portfolio’s profitability from Top Line to Contribution Margin and provide pricing strategy and ensure pricing compliance for segment opportunities.
• Establish and coordinate New Product Commercialization strategies with Product Marketing.
• Develop new market segments and sales channels. Work with marketing on value proposition, pricing and product positioning.
• Provide training for sales teams on strategy and product offerings, increasing the performance of the sales force in sub-regions.
• Lead KOL management to drive the business growth and understand customers’ needs, market trend.
• Responsible for selling ultrasound product(s), solutions, or projects within defined strategic accounts either directly to customers, or through partners and distributors.
• Utilizes in-depth knowledge of own and others sales territory, product lines, markets, sales processes or customer groups and uses analytical thinking and commercial experience to execute policy/strategy.
• Has knowledge of best practices and know how in own account and work across the organization to bring solution to the customers.

Requirements

• Bachelor degree or above
• Minimum 5 years’ of sales experience in a business-to business Healthcare -related sales or marketing environment with solid account management methodology exposure
• Possess strong business acumen of the healthcare industry
• Strong ethics, integrity and compliance orientation
• Fluent in English and local language
• Strong interpersonal skills, great at coordination, commercial, influencing & negotiation
• Customer focused mindset with proven ability to respond quickly to internal and external customer needs
• Excellent written and verbal communication and presentation skills.
• Analytical & clear-thinking skills with the ability to synthesize complex issues into simple solutions & messages.
• Possess the ability to learn fast and work independently – i.e. takes initiatives, accountability and responsibility for own work.
• Must be highly motivated, results driven, energetic and capable of multi-tasking in a dynamic, rapidly growing organization.
• Demonstrated ability to analyze customer data and develop financially sound sales offers
• Strong knowledge & experience of end to end sales process and working with cross functional teams (Inquiry to Order, Order to Remittance, Finance, Services, Country sales, etc.)

Inclusion and Diversity

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

Financial Performance

• Is accountable to achieve Service/Digital Solutions sales OP target for assigned accounts in designated areas.
• Ensure pricing compliance for all opportunities.
• Manage opportunities and funnels using applicable CRM sales funnel tools and reporting.

Territory & Account Management

• Create territory/account plans including opportunity development, competitive strategies and targets.
• Build strong business relationships and formulate strategic account relationship plans within the assigned accounts/ territory. Identify & respond to key account technical and departmental decision makers’ needs and maintain customer contact records in the relevant CRM tools.
• Maintain a network of key opinion leaders within the assigned territory.
• Track and communicate market trends to/from the field including competitor data and develop effective counter-strategies.

Product & Market Expertise

• Maintain up to date detailed knowledge of GE support service/digital solution. Be able to present and discuss the value proposition and benefits which are relevant to customers.
• Maintain up to date market and competitor knowledge related to support service & solutions.
• Develop their understanding of the customers changing clinical and/or operational issues and challenges.
• Create viable product and service configurations which meet customer needs effectively, while achieving optimum margin for GE.
• Differentiate assigned support service offerings during the various stages of the sales process, effectively using GE resources and approved marketing and promotion materials to actively support the customer through their decision-making process towards a successful outcome for GE.
• Represent the company at relevant medical conferences and technical exhibitions to promote GE support services/digital solutions.

Opportunity management

• Identify and create new opportunities and work with sales / service leaders and equipment account teams (where applicable) to continuously increase prospect and opportunity funnel.
• Support and manage tender/bid processes including the needs qualification, vendor selection, quotation and closure of service-led opportunities to meet sales and margin targets as well as to maximize customer satisfaction in the assigned territory.
• Create and maintain opportunities in the applicable sales CRM tools.
• Ownership of opportunities and configuration quality at the point of entry to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs including service contract offerings.
• 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

• Contribute to account plans for strategic accounts covered by account managers/executives.
• Educate account team members on the GE service/solution strategy and offerings where applicable.
• Collaborate with and leverage subject matter experts and other resources within GEHC channels to build relationships and secure business.
• Share and follow-up identified leads to other product lines within own accounts and or One GEHC accounts.

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 & 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

• Bachelors Degree and minimum 7 years of sales/product marketing experience preferably in a medical or healthcare field
• Previous experience managing large key accounts linked to Healthcare industry, whether direct hospitals or business groups linked to healthcare facilities and business
• Ability to energize, develop and build rapport at all levels with GE internal teams and externally with customers
• Excellent verbal and written communication skills in local language as well as good command of English
• Ability to synthesize complex issues and communicate in simple messages
• Excellent presentation, negotiation & closing skills
• Able to travel frequently to maintain good quantity / quality of face-time with accounts within Indonesia

Inclusion and Diversity

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.