Regional Service Representative - Illinois and Indiana Territory

Mayo Clinic•Rochester, MN

7d•$82,908 - $124,467•Onsite

About The Position

The Regional Service Representative (RSR) will maintain multiple client accounts within a designated territory (Illinois and Indiana) by expanding relationships within the laboratory to support the MCL business model. The RSR will act as a dedicated client advocate to promote retention and satisfaction by driving cross-departmental MCL staff to analyze client feedback to enhance business and operational processes. This role provides technical onsite visits to support growth and service recovery as needed. The RSR will manage in-territory onboarding activities tailored to new facility needs, establish business relationships with various laboratory and pathology departments, and develop an extensive understanding of each client by establishing long-standing relationships and identifying key decision-makers. The RSR will also serve as an onsite training expert for electronic ordering applications and navigating MCL’s products and services. Additionally, the RSR will contribute to strategic initiatives for clients as outlined with territory, operational, and business teams, assist and support outreach initiatives, and identify and promote opportunities to improve test utilization. The RSR will provide education and act as a liaison to client contacts for MCL/DLMP subject matter experts, actively promote test campaigns, projects, and initiatives directed by Information Technology, Product Management, Marketing, and Technologist Support, and gather insights from clients as requested by internal work groups. The RSR will bring value to clients by tailoring interactions and messaging to fit the client’s needs and objectives, remain accessible to clients and internal staff for timely response and engagement, coordinate the deployment of Mayo resources efficiently and effectively, and escalate feedback and issues appropriately. The candidate must be comfortable working in a fast-paced, ambiguous environment, practice and promote teamwork and communication, document client interactions, and remain in good standing with all Mayo Clinic and MCL policies and procedures. A 2-year commitment to the role is required.

Requirements

Must live within the Territory of support: Illinois and Indiana.
2-year commitment to the role is required.
Must be comfortable working in a fast-paced ambiguous environment.

Responsibilities

Maintains multiple client accounts within a designated territory by expanding relationships within the laboratory to support MCL business model.
Acts as a 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.
Serves as an onsite training expert for electronic ordering 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.
Coordinates the deployment of Mayo resources in an efficient and effective manner.
Escalates 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.