Regional Service Representative - Atlanta, Georgia

Mayo Clinic•Rochester, MN

4d•Onsite

About The Position

This position requires incumbent to work from an office in their home located with territory of support: Atlanta, Georgia Maintains multiple client accounts within a designated territory, by expanding relationships within the laboratory to support MCL business model. Dedicated client advocate to promote retention and satisfaction by driving the cross-departmental MCL staff to analyze client feedback to enhance business and operational processes. Provides technical onsite visits to support growth and service recovery as needed. Manages in-territory onboarding activities tailored to new facility’s needs. Establishes business relationships with client’s various laboratory and pathology departments. Develops an extensive understanding of each client by establishing long standing relationships and identifying key decision-makers. Onsite training expert for electronic applications and navigating MCL’s products and services. Contributes to strategic initiatives for clients as outlined with territory, operational and business teams. Assists and supports outreach initiatives. Identifies and promotes opportunities to improve test utilization. Provides education and is a liaison to the client contacts to MCL/DLMP subject matter experts. Actively promotes test campaigns, projects and initiatives directed by Information Technology, Product Management, Marketing, and Technologist Support. Gathers insights from clients as requested by internal work groups. Brings value to clients by tailoring interactions and messaging to fit the client’s needs and objectives. Remains accessible to clients and internal staff for timely response and engagement. The RSR should coordinate the deployment of Mayo resources in an efficient and effective manner, while escalating feedback and issues appropriately. Must be comfortable working in a fast-paced ambiguous environment. Practices and promotes teamwork and communication. Documents client interactions. Remains in good standing with all Mayo Clinic and MCL policies and procedures. Individual must live within the territory of support, relocation is not offered for this position: Atlanta, Georgia This position is not eligible for sponsorship/we will not sponsor or transfer a visa for this position. Also, Mayo Clinic DOES NOT participate in the F1-STEM OPT extension program. This position requires a 2- year commitment to the role.

Requirements

Requires a bachelor's degree in business or science and 5 years of clinical laboratory experience in a hospital setting are required.
Good human relations and communications skills.
High level of technical competence and confidence.
Must be adaptable, flexible, creative, dependable, responsible and able to perform well within multifunctional environments.
Customer focused.
Ability to manage several projects or tasks simultaneously and to exercise appropriate judgment when prioritizing projects.
Decision making and problem-solving ability.
Ability to function and work in a diverse work environment while offering assistance and providing direction to clients in a concise, sensitive, and professional manner, keeping a positive and courteous tone.
Comfortable with Microsoft Office Suite and able to learn other applications as needed.
A valid driver's license and/or passport and a good driving record are required, along with the ability to travel extensively on all forms of major public transportation.
80% travel is required.

Nice To Haves

Master’s degree, Doctor of Clinical Laboratory Science (DCLS), and/or accreditation by a national agency (MT, CLS, MLS, MB, CG, MP or HTL) preferred.
Leadership, management, training, and/or Outreach experience desired.

Responsibilities

Maintains multiple client accounts within a designated territory, by expanding relationships within the laboratory to support MCL business model.
Dedicated client advocate to promote retention and satisfaction by driving the cross-departmental MCL staff to analyze client feedback to enhance business and operational processes.
Provides technical onsite visits to support growth and service recovery as needed.
Manages in-territory onboarding activities tailored to new facility’s needs.
Establishes business relationships with client’s various laboratory and pathology departments.
Develops an extensive understanding of each client by establishing long standing relationships and identifying key decision-makers.
Onsite training expert for electronic applications and navigating MCL’s products and services.
Contributes to strategic initiatives for clients as outlined with territory, operational and business teams.
Assists and supports outreach initiatives.
Identifies and promotes opportunities to improve test utilization.
Provides education and is a liaison to the client contacts to MCL/DLMP subject matter experts.
Actively promotes test campaigns, projects and initiatives directed by Information Technology, Product Management, Marketing, and Technologist Support.
Gathers insights from clients as requested by internal work groups.
Brings value to clients by tailoring interactions and messaging to fit the client’s needs and objectives.
Remains accessible to clients and internal staff for timely response and engagement.
The RSR should coordinate the deployment of Mayo resources in an efficient and effective manner, while escalating feedback and issues appropriately.
Practices and promotes teamwork and communication.
Documents client interactions.
Remains in good standing with all Mayo Clinic and MCL policies and procedures.