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Field Support Representative I-Charlotte North

Company Name:
IDEXX
## Description
IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 6,000+ people and offers products to customers in over 175 countries.
Provides on-site customer support for our In-house Diagnostic Analyzers (IDEXX Vet Lab Analyzers) . Services provided include installation, or troubleshooting of analyzers and training for practice employees, including Veterinary Technicians, Practice Managers and Doctors. Field Support Representative also coordinate with Company technical and other resources to address customer issues supports quality management system and other compliance requirements. Performs other duties as assigned. Adheres to and models the IDEXX Purpose & Guiding Principles.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provides on-site customer support related to In House Diagnostic Analyzers or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.
Installs laboratory diagnostic equipment at customer locations. Assembles components and tests operation. Adjusts equipment as needed, coordinating with in-house resources and others.
Trains customers in the use of laboratory diagnostic equipment and services. Provides training in a variety of formats, as well as documentation and other materials. Ensures customer satisfaction in the use and capability of Company products and services.
Troubleshoots customer problems and issues with diagnostic equipment and services. Diagnoses and fixes problems with assistance of in-house technical resources and others as needed. Plans and implements strategies for addressing more complex issues as needed.
Provides support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience.
Communicates customer needs for additional products and services to sales team, research & development and others. Coordinates other teams and additional resources to address customer issues as needed. Ensures ongoing customer satisfaction.
Researches customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.
Details benefits of additional Company products and services as appropriate.
Documents customer visits and interactions.
Performs other duties as assigned.
## Qualifications
EDUCATION :
High School Diploma or equivalent required. Additional Veterinary or science-related coursework a plus
Certification as a Veterinary Technician or a combination of education and experience strongly preferred
EXPERIENCE :
3-5+ Years related experience required. Veterinary or lab experience preferred.
Veterinary Technician experience strongly preferred
Practice management experience a strong plus
Hematology and Chemistry knowledge preferred
Technical Field Service experience a plus
Face-to-face Customer Support experience highly desired
REQUIRED SKILLS AND ABILITIES :
Technical skills to troubleshoot and resolve problems with supported Company products and services.
Communication skills, both written and verbal, including presentation skills.
Coordination and project management ability
Relationship management skills, including ability to resolve difficult customer situations.
Ability to train customers on the use of technical equipment and effective process and workflow.
Ability to adapt to varying customer situations and through the use of effective listening skills, understand and respond to the unique needs of each customer.
Ability to work collaboratively with internal departments to solve problems and address customer needs
Good problem solving and research skills.
Strong organizational, time management and prioritization skills.
PC skills.
MAGIC customer service skills training preferred.
PHYSICAL DEMANDS:
May be required to lift, move and carry up to 60 pounds.
Ability to communicate verbally on phone and in person.
Weekend hours and weekday overtime may be required .
Extensive overnight travel required.
Requires up to 75% travel:
4-5 Days of Car Travel per week
6-8 Days of Overnight Travel per month
Varies by Region
Ability to travel and work internationally.
Ability to drive a car for extended periods.
WORK ENVIRONMENT:
Customer locations.
Busy veterinary clinic environment.
Work around and/or have contact with animals.
General office environment or light laboratory, with some areas to examine animals and run laboratory tests.
Normal office noise level, with occasional moderate noise.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Customer Support
Primary Location: Americas-United States-North Carolina
Organization: CAG Customer Support - 30002304
Schedule: Full-time
Overtime Status: Non-exempt
Job Posting: Nov 24, 2014, 1:41:42 PM
Req ID: 10124796-20141120

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