Diagnostics Application Manager (DAM)

States considered:  Monterrey. Tijuana, Jalisco, Gto.

Role Description

The purpose of this field-based position is as a Diagnostics Application Manager 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 utilisation 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. 

Main 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 programmes 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 Head of Diagnostics, The Diagnostics Sales Manager, Regional Sales Managers, and the Professional Sales Representatives 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
-    Exceptional sales ability
-    Strong communication, influencing skills
-    Builds successful and effective relationships
-    Knows their stuff – able to retain and recall product information to a detailed level
-    A strong focus on planning, and a balance of tactical planning with day to day operational requirements
-    Ability to work independently
-    Drive and resilience, demonstrated with a persistent, never give up attitude
-    Confidence, likability and an authoritative personality
-    Stakeholder management – effective at using stakeholders as resources
Qualifications (Training, Education & Prior Experience)

Education: MVZ, QFB, IBT, or engineering
Experience: 
- Veterinarian or qualified Veterinary Nurse 
- Medical field sales representative, veterinary Preferred 
- Employee in animal health industry or a related industry - 
- Employee in a customer facing role
Skills:
Strong presentation skills with the ability to convey technical information
Exceptional written and spoken communication skills
Effective organizational & planning skills
A strong understanding of diagnostics operations, functions, and management including but not limited to diagnostic applications, training requirements, and workflow processes
Basic knowledge of diagnostic products, instrumentation, and clinic processes
A willingness and commitment to ongoing professional development

 Other Commentaries

English level: Intermediate - Advanced
Preferred place of residence: Monterrey 
Availability for business travel and/or relocation: 70% of the time
 

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.