Manager Distribution Sales, Mid-Atlantic
Sysmex America, Inc
Mooresville, North Carolina
Fourteen years in medical sales
Snapshot:
- Born/raised: Born in Wilmington, North Carolina; raised an hour south, in Ash, North Carolina.
- Undergraduate degree: BS in medical technology, UNC Wilmington
- First “real” job: Customer service representative for the clinical lab, Presbyterian Hospital in Charlotte, North Carolina
- Favorite restaurant: Epic Chophouse, downtown Mooresville. (American steak house.)
- Family info: One child, my son, Justin, six years old. Currently in kindergarten at Woodland Heights Elementary School.
- Hobbies/activities: In the past I played volleyball, tennis and golf. Now my time revolves around my son. He plays soccer, T-ball and basketball. Between his practices and games, there’s not much time left for Mom. Our family does enjoy Wake Forest sports. We have season tickets to the football games, and we attend basketball and soccer games when we can. GO DEACS!
Repertoire: What are the most important things you do for your distributor reps to enhance their sales?
Harris: In the past three years, I’ve learned what distribution reps really want is a happy customer. So the No. 1 thing I can do for them is take care of their customers in a timely manner. Sysmex is No. 1 in customer service. Our instruments are extremely reliable and in the POL market, where back-ups are not common, this is a must. Just like the reps I work with daily, we put the customer at the center of everything.
I also try to provide them with tools – e.g., video demos – so they can work with a customer on a solution even if I am not available. By using video demos, the rep can provide a demo without waiting to coordinate with my schedule, which can be quite a daunting task!
Repertoire: Name some ways distributor reps help you add value to their accounts and increase sales.
Harris: By being the face to the customer, having the relationship and understanding the customer’s business, the distribution rep provides the information needed to make sure I recommend the right solution. Once an instrument is installed, they provide feedback from their day-to-day interactions with the customer. I cover the entire Mid-Atlantic, so oftentimes I don’t actually meet the end user. But I don’t need to, because the distribution reps are my eyes and ears in each site. They relay information to me so that I can continue to take care of the customer. It’s truly teamwork!
Repertoire: What is the biggest change you anticipate in medical products sales in the next 5 years?
Harris: With all the changes in reimbursement for lab testing, I see more affordable products coming from manufacturers. For example, Sysmex launched the CLIA-waived hematology instrument this year. Other companies are following suit. POC testing is key in patient care, so the more products we have that fit in the POLs, the better care the physicians can provide. Effective Jan. 1, 2018, PAMA is an attempt to bring the rates that Medicare pays for lab tests closer to the rates paid by private payers.
Repertoire: Ride-days with distributor reps: What do you like? What don’t you like?
Harris: I will always say “yes” to working hand-and-hand with the distribution reps in my area. It is a great learning experience, because they are the experts on what is going on in the market and know all the latest and greatest products. So I love to pick their brains professionally, but I also love getting to know them on a personal level. I enjoy hearing about their families and what they do in their free time.
The hardest part about being on the road with a rep is that I am cut off from other reps who may need something quickly. This can cause a little delay in response time. I’ve often said the best thing I can do for my reps is stay in my office so they can reach me if needed. It’s a catch 22!