Diagnostic Application Specialist (DAS)

SUMMARY:

• The purpose of this field-based position is as a Diagnostics Specialist who provides onsite support to veterinary practices, laboratory research, and veterinary academic settings and is responsible for the overall business health and customer satisfaction of their assigned territories.
• Your primary purpose is to assist practices with all aspects of implementation, training, operation, applications, and problem resolution on all veterinary diagnostics products. You will be involved in all phases of the onsite support process with emphasis on diagnostics implementation, workflow improvements, and increasing utilization of our products, including the identification of new equipment and consumable opportunities.
• The person in role is required to develop mutually beneficial and productive long-term partnerships with our customers, and to maintain these relationships with the appropriate quantity & quality of activity.
• This role contributes to the overall success of Zoetis by delivering to at least the sales growth & market share gain targets for the designated product lines.

CORE RESPONSIBILITIES

• Planning

• Maintain high level of expertise with the evolving portfolio of products, services, pricing, competition, market and industry trends
• Develop and maintain account plans in collaboration with Veterinarians, Business Consultants and ABMs, manager
• Responsible for identifying, quantifying, qualifying, tracking, and evaluating Veterinary Practice performance; and, for facilitating, developing, designing and implementing clinic workflow processes that improve overall customer experience with our products.
• Ensure customer information and call reports are continuously updated through CRM system
• Align activities and account plans to marketing programs and management direction in line with the Solution Selling model
• Analyse and interpret actual and potential territory/customer sales and growth opportunities to support delivery of sales targets

• Relationships

• Develop mutually beneficial and productive long term partnerships with our customers based on high quality account plans
• Implement bespoke customer solutions utilising all available resources including products, value add services, Veterinarians and Business Consultants
• Works with the ABM, DSS and TM teams to identify and report opportunities for additional analysers in customer accounts as well as new opportunities through referrals from existing customers.
• Identifies opportunities for the sale of additional diagnostic equipment and consumables into existing customers in order to maximise their profitability and customer service.
• Contribute to the success of your team by sharing best practice with colleagues and proactively contributing ideas

• Call Activity
  • Deliver call activity in accordance with agreed KPIs to achieve the required coverage and frequency with identified target customers

• Responds to requests for onsite technical support, providing prompt and accurate technical assistance, troubleshooting, and resolution of complex system problems for veterinary clinics, laboratory research, and veterinary academic settings.
• Provides clinics with guidance, instruction, and training on our product line to increase productivity and performance through formal and informal presentations. The development of in practice diagnostic champions to be the resident expert as a main point of contact.
• Provides post sale product installation and validation, applications and operations training. To ensure that all staff and trained, and signed off for competent and confident use of all equipment. To monitor any staff changes and ensure new staff members are trained within 8 weeks of joining the practice.
• Ensure clear and specific objectives exist for each individual call
• Deliver relevant marketing messages, product information and programmes consistent with management direction in line with Solution Selling model
• Proactively identify customer opportunities and capitalize on them
• Co-ordinate with colleagues in order to achieve positive changes to the customers understanding and use of our portfolio of products, services and pricing
• Accurately record call activity in the CRM system, in line with company guidance
• Ensure clear and timely follow up plan is in place and actioned

• Compliance
  • Maintain high standards of business conduct and compliance, adhering particularly to Pharmacovigilance Policy, Global vet Policy, Zoetis values, travel & expenses policy and local codes of practise

• Maintain accurate business records including CRM and communicate effectively with the Manager and other stakeholders
• Manage allocated customer support budget with tight control to avoid overspends

BEHAVIOURS:

Our Colleagues make the difference

• Keep your selling skills sharp. Train, and retrain
• Be an expert on your solutions – know them inside and out, and continue to learn
• Use the experience from setbacks and failure to drive your future success

Always do the right thing

• Sell what you know your customers need; what you know will work for them
• Help build the reputation of our brand by understanding and supporting the things that we stand for

Customer obsessed

• Know your vets, know your farmers. Know more than just their names, know their business
• Establish effective and lasting relationships with customers that build loyalty to our brand

Run it like you own it

• Ground all account plans in commercially sound thinking
• Deliver on your commitments to customers and colleagues. Do what you say you’ll do – and quicker and better

We are one Zoetis

• Give the team timely information and support that helps them to deliver their role
• Know what’s going on around the business and talk about it to your customers

Communicate across roles, across regions, across species

TRAINING & QUALIFICATIONS

• Graduate in technical education from a recognized university.
• Trained on handling and troubleshooting of point-of-care diagnostic blood analysers.
• Relevant technical / clinical experience in the veterinary, medical or scientific industry is essential and has a knowledge of veterinary practice purchasing and operations processes.
• Experience of providing training / coaching to groups / individuals
• Sales qualification e.g. AMTRA is desirable
• IT literate. Able to use standard business software and communication tools.
• Current passport and valid driving license

EXPERIENCE:

• Field service technician / engineer
• field sales representative
• Employee in animal health industry or a related industry (Veterinary Technician preferred)
• employee in a customer facing role

LOCATION: North India