Surgical Service Plan Specialist

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career.

About the role

This role is part of Alcon's Sales & Sales Support function, a team that helps provide access to products across all channels to drive customer satisfaction with eye care professionals. The Associate, Surgical Inside Sales (Professional Path) is primarily responsible for engaging with customers and potential clients to promote surgical products, identify client needs, and provide effective solutions. You will build strong professional relationships and deliver exceptional customer service in surgical sales.

Responsibilities

• Engage with customers and sell the organization's surgical products, identifying potential clients within the specified sales territory and ascertaining client needs to make appropriate product recommendations.
• Demonstrate surgical products to healthcare professionals and attend sales events and meetings, upholding the company’s reputation as a market leader.
• Establish strong relationships with clients, ensuring customer satisfaction and resolving customer issues promptly and professionally.
• Regularly update the Customer Relationship Management system with client information and report sales trends and customer feedback to management.
• Monitor sales metrics, strive to achieve set targets, and update management on competitor activities.
• Stay up-to-date with new products and features, participating in training sessions and continuous learning programs.
• Deliver exemplary operational and administrative support to the sales team.
• Work with Alcon US Surgical customers to convert, renew, and sell or upsell surgical equipment service plan options.
• Increase market penetration and sales revenue by helping customers understand the value provided (facilitate expedited service support and minimize equipment downtime).
• Collaborate with field sales/service representatives to gain valuable knowledge about customers (e.g., multiple locations, buying new/additional units, closing/moving, and/or contact person for service plan quotes).
• Communicate with customers via telephone, WebEx, and/or e-communication, focusing on developing long-lasting customer relationships.
• Implement business plans to achieve assigned goals against sales/market targets.
• Proactively connect with customers regarding service promotions/programs.
• Ensure quarterly objectives, as agreed with manager, are met.
• Make effective use of available technologies and channels to support sales calls.
• Ensure thorough understanding of Alcon products and supporting services.
• Deploy and use approved Marketing and Sales promotional materials and programs.
• Assist in the ongoing improvement of sales approaches to assure quality delivery.
• Use and support a structured approach to increase annual sales/market penetration of service plans within the region.
• Work directly with an Alcon Service Agreement Administrator partner to ensure documentation and legal aspects are met.
• Ensure the work environment follows health and safety legislation and related company policies.

Requirements

• Bachelor’s Degree or equivalent years of directly related experience (or high school +8 years; Associate’s +4 years; Master’s degree).
• The ability to fluently read, write, understand, and communicate in English.

Skills

• Manages workload and schedule while hitting set targets.
• Balances experiencing new environments and working autonomously in a remote sales environment.
• Inside/outside sales experience.
• Medical sales/service experience.
• Phone experience.
• Selling skills.
• Passion to learn and a drive to excel.