Territory Service Specialist

Territory Service Specialist – Infectious Disease Diagnostics

Job Summary:
We are seeking a proactive and customer-focused Territory Service Specialist to support and expand the adoption of infectious disease diagnostic solutions within a designated geographic region. This role is responsible for educating, servicing, and training healthcare providers, ensuring seamless implementation of testing processes, and identifying new business opportunities through relationship-building and strategic outreach.

The Territory Service Specialist will work closely with the Territory Sales Director to onboard new accounts, support existing clients, and resolve any service-related issues. This position requires a high level of customer interaction, problem-solving, and extensive travel to healthcare facilities, including outpatient clinics, urgent care centers, and physician offices.

Essential Responsibilities:

• Travel throughout the assigned territory under the direction of the VP of Sales to maintain and grow business relationships.
• Conduct on-site training sessions for clinic staff on the proper processing of requisitions and sample collection procedures.
• Ensure that all customers have an adequate supply of testing kits, requisition forms, and necessary materials.
• Execute regular service visits to existing accounts, ensuring client satisfaction and proactively addressing any issues.
• Identify and help resolve service concerns, billing discrepancies, or customer complaints in collaboration with internal teams.
• Schedule and facilitate courier pick-ups (UPS/FedEx) from client locations to ensure efficient sample transport.
• Assist in the growth and retention of accounts by identifying new business opportunities and nurturing existing relationships.
• Educate healthcare providers on the benefits of rapid PCR testing, emphasizing its role in enhancing diagnostic accuracy, reducing unnecessary antibiotic prescriptions, and improving patient outcomes.
• Work closely with the sales and marketing teams to identify strategies for customer engagement and market expansion.
• Travel required up to 50%, depending on location and territory needs.

Qualifications:

Education:

• Bachelor’s degree in business, healthcare, life sciences, or a related field OR equivalent experience in sales and customer service.

Skills & Competencies:

• Strong customer service mindset with a focus on relationship management and problem-solving.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and work independently in a fast-paced environment.
• Strategic thinking with an aptitude for business development and account management.

Experience:

• Minimum 1 years of B2B, medical sales, or customer service experience with a proven track record of success.
• Experience working with physician offices, urgent care centers, or healthcare facilities is a plus.
• Prior experience conducting training sessions, service visits, or in-field account support preferred.