Mayo Clinic International Regional Service Specialist in Rochester, Minnesota
Department Laboratory Medicine & Pathology
Why Mayo Clinic We invite you to explore a career within the Department of Laboratory Medicine & Pathology (DLMP) as you will be a valued member of an outstanding healthcare team and will experience the exemplary environment of one of the world's leading healthcare institutions.
Diversity and inclusion are integral to Mayo Clinic's mission to provide excellent, culturally relevant care in a welcoming environment to all individuals from a wide variety of backgrounds. In DLMP and Mayo Clinic Laboratories (MCL), we aim to diversify our workforce and to create an inclusive work environment where differences are valued, allowing individuals to achieve and contribute to their fullest potential. By leveraging the strengths that each diverse individual and group brings to the table, we gain the strategic advantages of accelerated innovation, better problem solving, enhanced productivity and job satisfaction, improved quality, and, most importantly, we find better ways to meet the needs of our patients.
Position description The Asia-Pacific (APAC) International Regional Service Specialist (IRSS) will deliver technical, operational, and logistical support to Mayo Clinic Laboratories (MCL) international clients, tailored to specific needs as characterized during the sales process and beyond. Trains clients to navigate MCL’s products and services, order tests, ship specimens, and retrieve test results. An effective IRSS plays a key role in client retention, and transmits valuable market insight to MCL.
A baseline understanding of all phases of reference laboratory diagnostic testing is paramount to the IRSS’ success, beginning with specimen collection, continuing through pre-analytic processing, transportation, analysis, result delivery, and post-analysis. Engages with colleagues throughout MCL and Department of Laboratory Medicine & Pathology (DLMP) as well as their clients to develop their knowledge of laboratory medicine at Mayo Clinic and beyond.
For new accounts, the IRSS obtains a detailed summary about opportunities from Sales, then designs and delivers custom onboarding programs. Topics covered include but are not limited to: MCL’s test menu, MCL applications, supplies, and logistics.
For established accounts, the IRSS develops a holistic understanding of key clients and nurtures important relationships. Extends Sales’ efforts to identify decision-makers/stakeholders and document relevant client information in Microsoft Dynamics Customer Relationship Management (CRM). Recognizes and communicates opportunities for growth to Sales colleagues.
Routinely assesses concerns, expectations, and unmet needs of target accounts. When warranted, requests/facilitates cross-departmental efforts to deliver value-added solutions. Provides clients continuing education pertaining to new tests, application changes, and procedural updates.
With input from Manager Sales and Services Operations (MSSO) & Sales, the IRSS determines the appropriate method (e.g., live visit, WebEx, teleconference, email) and frequency of service delivery to clients based on relative account size and strategic importance. Co-hosts client visits to MCL with Sales. Deploys MCL resources conscientiously and effectively. Documents activities as directed by MSSO.
The IRSS is accessible to clients and Mayo staff and provides timely responses to inquiries. Helps achieve and maintain client satisfaction. The fulfillment of these responsibilities allows the Int’l Sales & Services team to capitalize on new initiatives and grow existing accounts.
Qualifications Requires a Bachelor's degree, preferably in a science, business, or operations field.
Strongly prefer candidates who have 5 years experience in hospital/clinical/laboratory setting. Candidates with 5 years operations, customer service/support, or sales experience also considered.
This position requires the incumbent to work from an office in their home. Prefer candidates who are located in Singapore or the Asia-Pacific region. Additional qualifications Full Professional Fluency in English is required. Strong preference given to candidates with a work history supporting multinational clients. Multilingual candidates, especially those with professional working proficiency in Japanese, Chinese, Korean, Central Thai, and/or Malay given extra consideration.
Adheres to Mayo Clinic and MCL policies and procedures, and remains current on required training (e.g., FCPA). As an international ambassador of Mayo Clinic, conducts self professionally at all times while on Mayo Clinic business. Must be highly dependable and trustworthy.
Excellent human relations and communications skills required, both written and oral. Able to present information to and persuade diverse audiences. Cultivates healthy internal and external relationships. Committed, cooperative team player. Informs and directs clients in a concise, sensitive and positive manner, keeping a courteous tone. Knows when and how to appropriately assert themselves. Adept at dealing with other cultures and diverse clients.
Applies good judgement. Weighs customers’ demands in the context of MCL’s interests and capabilities. Synthesizes available information from clients, colleagues, and manager to make sound decisions. Demonstrates creative problem-solving abilities. Exercises good judgment when prioritizing and managing projects across assigned territory. Must be flexible, creative and able to perform well within multifunctional environments.
Eager to learn. Seeks out advice and assistance as needed from manager, IRSS colleagues, and others. Must have high tolerance for ambiguity. High level of technical competence required. Comfortable with Microsoft Office Suite and able to learn other applications as needed. Candidates versed in clinical laboratory terminology preferred.
License or certification Valid passport and driver’s license required.
Must be able to travel extensively on all forms of transportation. Up to 80% international travel is required.
Foreign language assessment will be conducted if applicable.
Candidates with no medical or laboratory experience will be expected to complete a clinical laboratory terminology program and related training.
Must complete Bronze Mayo Quality Fellow Certification within one year of hire.
Exemption status Exempt
Compensation Detail Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum salary every 2 weeks is approx USD $2,919.20, based on a full-time position.
Benefits eligible Yes
Schedule Full Time
Hours / Pay period 80
Schedule details The Asia-Pacific Regional Service Specialist will work Monday through Friday, with occasional weekend work required. RSS will primarily work business hours, typically 8AM to 5PM, according to local APAC time-zone (e.g., Singapore hours) to be available to support clients and sales colleagues. RSS will also need to be available at least once per week for a one (1) hour team meeting with Rochester, MN staff either early morning or late evening as determined by MSSO.
During business trips, RSS must be available for daytime client meetings and occasional evening business engagements.
Weekend schedule Weekend business travel or work from home may be required to support sales or service initiatives. If a weekend shift is required, RSS will receive a subsequent day off without expending paid time off (PTO). Most weekend work may be planned in advance by or in conjunction with the RSS.
Site description Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Category Administration, Business, Finance, Clinical Labs and Research
Career profile Clinical Labs
Job posting number 147945BR
Recruiter Tara Hanson
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.
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