Mammotome associates know that every moment matters when it comes to advancing breast cancer diagnostics and surgical solutions. When you come to work at Mammotome, you're collaborating with a global team of engineers, designers, communicators, strategists, and specialists to improve patient outcomes. If you want to be inspired to grow every day, join our diverse, hardworking, high-performing team.

Be part of a company that's a trusted leader in breast cancer diagnostics and support products you can feel passionate about!

Mammotome is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges

Sales Support Coordinators are responsible for providing overall territory customer satisfaction pertaining to, but not limited to, order entry, complaint entry, return authorization entry, handling customer service calls, as well as applying core knowledge to procedures for appropriate course of action. Responsible for managing the sales process for extended warranty with the goal of increasing sales and revenue of Capital Service Agreements through the expansion and renewal of existing and/or expiring Service Contract Agreements.

ESSENTIAL FUNCTIONS (ACCOUNTABILITIES/RESPONSIBILITIES)

RESPONSIBILITIES

Customer Service

• Provides basic customer service with accurate information in a courteous manner.
• Ensures confidentiality of patient and customer information, as well as confidential and proprietary information during all customer interactions.
• Assesses customer's requirements leading to successful resolution of their issue on first contact.
• Accurately assesses the type of support: phone, email, printed, escalation or combination-required and provides customer support in the most expeditious manner possible.
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
• Accurately assesses if a call is a complaint and then completely captures information within the database for rapid notification to Complaint Management and appropriate data entry into the system to resolve customer complaint.
• Manages customer account information, including contact updates, warranty, repair, and other service requests.
• Effectively questions customers to capture accurate product and event information.
• Demonstrates understanding and responds appropriately to verbal communications.
• Provides clear and concise telephonic care support especially during a patient care emergency.
• Communicates effectively with customers during complaint resolution or crisis situations.
• Manages work and time to produce desired outcomes.
• Effectively assesses periods of peak call volume and re-prioritize own non-contact activity to assure maximum call handling and customer loyalty.

Territory Planning and Management

• Maintains current asset list of products, serial numbers, and potential sales by account.
• Proactively manages lead database to ensure prompt follow up and execution.
• Tracks key customers to ensure selling service contracts on an appropriate basis.
• Keeps customers informed of promotions proposed by Marketing.
• Works cooperatively and efficiently with the field sales counterpart on lead generation, quotation requests, and service agreement implementation.
• Properly allocates time among target accounts based upon focused objectives.
• Assists customer with Service Agreement questions and objections
• Follows up with prospective customers via phone, email, direct mail, fax, or internet to ensure all questions are thoroughly answered and opportunities for sales are generated.
• Employs a selling cycle that is concise, professional and persuasive that leads the customer to action.
• Makes outbound calls to field sales counterparts to discuss shared accounts and prospects.
• Work cooperatively with field Sales Representatives to keep account activities up to date, build new business relationships and provide marketing material support.
• Builds customer relations with key hospital personnel through outbound calls, fax, email, and direct mail campaigns.
• Emphasize sellable features and benefits to purchasing Service Contract Agreements.
• Concludes sale and customer invoicing through processing within company established system.
• Maintains accurate account files and records progress toward objectives.
• Other duties as assigned.
  
  CRITICAL SUCCESS FACTORS
• Excellent communication skills, both written and verbal.
• Ability to drive results.
• Excellent communication skills.
• Positive attitude and ability to work within a team.
• The capacity to plan, organize, & complete assignments on time.
• Ability to lead teams and drive change in a matrix organization.
• Action oriented individual who is highly proactive at solving problems and obtaining results.
• Ability to thrive in environment of continuous improvement, measuring results and problem solving.
• Willingness to learn the complexities of working in a Diagnostic industry where compliance to regulation is a must.
  
  REQUIRED SKILLS/EXPERIENCE
• Minimum of 2 years of experience in a high-volume call center required.
• Minimum of 2 years relevant business experience such as Sales, Marketing, and/or Customer Service.
• Minimum 2 years' experience with SAP or similar ERP system preferred
• Proven track record of negotiation and customer interaction in a highly technical sales and/or sales support environment preferred.
• Strong preference given to health care customer service experience.
  
  DESIRED SKILLS/EXPERIENCE
• Proven track record of negotiation and customer interaction in a highly technical sales and/or sales support environment preferred.
• Strong preference given to health care customer service experience.
  
  EDUCATION
• HS Diploma required.
• Associates Degree preferred.
  
  TRAVEL REQUIREMENTS
• This position does not require travel.

When you join us, you'll also be joining Danaher's global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you'll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation. If you've ever wondered what's within you, there's no better time to find out.