Recipient Services Specialist - Upper North (Chandigarh)

Position Overview / Purpose:

• Visit recipients (customers) at their place of residence to learn and understand their hearing journey
• Build a strong relation with the recipients such that one becomes their trusted advisor
• Conduct events and activities for recipients
• Drive upgrades and bilateral implants through this channel
• Provide technical and product support for the Cochlear product portfolio. Provide technical and surgical support through a variety of communication vehicles; in person, email, digital, and/or phone. This support may include advising on device programming and candidacy issues, problem solving related to medical/surgical enquires and device trouble shooting
• Establish and provide growth strategies and solutions through key clinical concepts. Provide innovative solutions to sell solutions through education
• Provide surgical support to our professional partners in the OR as an expert of Cochlear, aligned to territory/account sales strategies

  Accountability 2: Achieve Sales Targets

• In partnership with the Area Business Manager, implement business and marketing plans to achieve sales targets and revenue objectives
• Demonstrate exceptional sales and business acumen to identify market opportunities, competitive positioning, research customer (HCP + end consumer) needs and generate sales/secure orders
• Make presentations regarding products, promotional/public relations, and account plans
• Establish and maintain strong relationships with all key people in the assigned accounts (surgeons, audiologists, OR department, purchasing department)
• Identify new clinical partners to support strategic initiatives
• Ensure that all sales activities within assigned territory/account(s) are conducted in a manner that is fully compliant with Company policy and local laws and regulations
• Provide market intelligence and competitive information, which can be utilised in developing effective ways to approach current and potential customers
• Maintain a completely professional image when representing Cochlear APAC
• Demonstrate and include principles of Value Selling strategic planning and sales
• Partner with the Customer Service and Operations teams to ensure all account requirements, queries and complaints are handled quickly and efficiently

  Accountability 3: Build and Manage Advocacy

• Maintain CRM system (Salesforce) with appropriate customer data, ensuring the system is updated in real-time with accurate information
• Leverage recipient data to consistently drive volunteer activities based on business needs
• Actively work with recipients to grow and build on advocacy for the territory
• Ensure the satisfaction of new customers to continue the growth of volunteer network
• Partner cross-functionally with key business areas (Marketing) to ensure successful execution of events
• Collaborate with Health Care Professionals (HCPs) to develop and improve the necessary infrastructure to support and build advocacy in the region
• Build and maintain relationships with the volunteer network
• Partner with clinics to open new clinics to help support grow the market

  Accountability 4: Customer (HCP) Training

• Monitor and assess the quality of services provided by surgeons, OR teams, audiologist and therapist, and address any training needs or implement interventions to fulfil needs
• Ensure OR staff are trained to support Cochlear surgeries, including the use of BAHA capital equipment and instruments
• Enable the HCPs to know the importance of Early Intervention and are equipped to provide the best outcomes for the customers

Key Incumbent requirements:

• Minimum:

  • Masters degree in Audiology and Speech Language Pathology from a reputed institution.
  • 4+ years Experience in Clinical Sales in a Clinic/Hospital/Field based role.
  • Strong communication (incl. written and spoken English language skills) and relationship building skills
  • Ability to work well independently as well as in a team setting whilst working remotely with peers
  • Ability to travel up to 60% in the territory
  • Demonstrated ability to empathise with and identify specific needs of customers
  • Ability to speak and understand local language
  • Strong written, verbal and presentation skills
    

  Ideal:

  • Sales experience in the medical devices, implant or ENT surgical solutions industry
  • Strong interpersonal skills and professional outlook
  • Effective problem solving and troubleshooting skills
  • Ability to manage and resolve challenging situations
  • Excellent organisational skills and initiative
  • Demonstrates sense of urgency and ability to prioritise
    

  Development Value of this role:

  • Opportunity to work directly and impact the lives of individuals by helping them hear better
  • Opportunity to work with market leader in implantable hearing solutions
  • Opportunity to establish strong relationships with leading ENT surgeons and hearing health professionals.
    
  Key Contacts (Internal): Area Business Manager, Sales Team, Concierge, Customer Service, Functional teams - Marketing, Finance, Operations etc.,
  Key Contacts (External): ENT surgeons, Hospital & clinical staff, Audiologists, therapist, consumers, government officials (in case of tenders)