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Responsibilities
The primary function of the International Regional Services Specialist (RSS) is to 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 RSS 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 RSS’s success, beginning with specimen collection, continuing through pre-analytic processing, transportation, analysis, result delivery, and post-analysis. Engages with colleagues throughout MCL as well as their clients to develop their knowledge of laboratory medicine at Mayo Clinic and beyond.
For new accounts, the RSS 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 RSS 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 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 MCL Leadership and Sales, the RSS determines the appropriate method (e.g., in-person visit, virtual visit, 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.
The RSS 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 International Business Services team to capitalize on new initiatives and grow existing accounts.
This position will be located in Dubai, UAE. This is a telework position and requires incumbent to work from an office in their home.
Up to 80% domestic and international travel required for the role.
"During the selection process you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question – Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.”
Qualifications
Requires a bachelor's degree, preferably in science or related business field.
Preferred 5 years experience in hospital/clinical setting. Candidates with 5 years operations, customer service/support, or sales experience also considered.
Strong preference given to candidates with clinical laboratory experience.
Additional Experience and/or Qualifications:
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.
Leadership, management, and/or Outreach experience desired. Good human relations and communications skills. High level of technical competence and confidence. Must be adaptable, flexible, creative, dependable, responsible and able to perform well within multifunctional environments. Customer focused. Ability to manage several projects or tasks simultaneously and to exercise appropriate judgment when prioritizing projects. Decision making and problem-solving ability. Ability to function and work in a diverse work environment while offering assistance and providing direction to clients in a concise, sensitive, and professional manner, keeping a positive and courteous tone.
Capable of performing under time constraints, multi-tasking, and working in a fast-paced and changing environment. Demonstrates self-motivation, attention to detail and excellent verbal and written communication. Able to work independently.
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, Services Operations Team 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.
Multilingual skills and cultural awareness required.
Good driving record required, along with the ability to travel extensively on all forms of transportation. Up to 80% domestic and international travel required for the role.
Licensure/Certification Required:
Valid passport and driver's license required.
Location: This position will be located in Dubai, UAE.
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.
Exemption Status
Exempt
Compensation Detail
Education, experience and tenure may be considered along with internal equity when job offers are extended.
Benefits Eligible
Yes
Schedule
Full Time
Hours/Pay Period
80
Schedule Details
Monday - Friday; hours based on client and business needs
Weekend Schedule
Occasional weekends for business needs.
International Assignment
Yes
Site Description
Our commitment to improving lives and advancing medicine knows no borders. Mayo Clinic International focuses on expanding our global reach by building strong connections with collaborators, clients, communities, and patients worldwide. By aligning our international efforts within strategic areas, Mayo Clinic is positioned to Cure, Connect, and Transform healthcare on a global scale. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.
Affirmative Action and Equal Opportunity Employer
It is the policy of Mayo Clinic not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.
Recruiter
Chelsea Crosby