Field Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Field Support Specialist managing installations and customer support for veterinary diagnostics services. Collaborating with sales and technical teams to ensure client satisfaction and system efficiency.
Responsibilities:
- Responsible for customer relations and education upon sale completion and coordination of IHD install and components.
- Plans, schedules, organizes, documents and performs all Reference Lab Onboarding and IHD installations.
- Physical install of IHD systems and computers at clinic location as well as gaining understanding from and raising concerns on behalf of the client to ensure resolution.
- Applications and use training for customers for all products and services offered by Antech IHD, RL and other SDx services.
- Own IHD system post-installation follow-up activities, identify gaps and road blocks that occurred during the installation process and facilitate resolutions, which may involve other departments.
- Offer ongoing assistance and availability for on location support to customers whose needs surpass the abilities of phone and online interactive support.
- Coordinate phone and online applications support as part of the ongoing training process (pre and post training) and as back up assistance to the Technical Support department.
- Perform troubleshooting on system performance designed to improve customer self-sufficiency.
- Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner.
- Collaborates during the sales cycle regarding interaction/technical/workflow issues.
- Produces high quality work in a timely manner.
- Ensures compliance to training standards and uses independent judgment to recommend updates to those standards, and implementation of those updates.
- Reviews and provides suggested optimization for individual clinic sample handling, workflow, and patient results management.
- Actively supports RL portfolio growth and ensures integration of RL offerings with client software, troubleshooting connectivity/integration issues and training clients on the ordering process.
- Facilitate repeated clinic staff training using independent judgment to determine when needed in furtherance of customer retention, IHD and RL usage, and in support our belief that Better Diagnostics equals Better Medicine.
- Log all customer-related activity with attention to detail and in a timely manner in the corporate customer management database.
- Work with the Technical Support Services (TSS) department to alleviate technical issues in identified clinics requiring re-training, analyzer maintenance, etc.
- Work in close collaboration with Sales and TSS on an ongoing, pro-active basis to formulate solutions to various clinic and territory technical needs.
- Maintains efficiency of clinic coverage, accountable to maintain call coverage within set guidelines.
- Prepares, provides and conveys diversified information, which may be of a technical or competitive nature through departmental procedures and directives.
- Serves as an on-site liaison between the customer and Antech.
- Consults in the sales cycle regarding interaction/technical/workflow issues.
- Manage time; territory, systems and accounts effectively to meet customer needs; organizational priorities and sales objectives.
- Completes other duties as assigned.
Requirements:
- BS/BA degree in related field preferred, or combination of education and industry experience
- 4+ years relevant technical experience with demonstrated success
- Previous veterinary medicine background preferred, and prior customer service preferred
- IHD diagnostics experience: collection, preparation, testing, etc.
- In-house diagnostics utilization, installation and training experience preferred
- Ability to efficiently shift focus from one task to another during heavy workload (including travel, phone, email and data entry)
- Must work well independently with minimal direction
- Intermediate knowledge of Microsoft Office Suite and other computer software required
- Knowledge of basic computer networks and components required
- Must possess good interpersonal skills with a customer service-oriented attitude
- Must have a strong planning & organizational skill with good attention to detail to handle a complex installation, training and support schedule.
- Proven ability to follow through and resolve issues
- Must be willing to be a team player and assist inside and outside of assigned areas as needed.
Benefits:
- Paid Time Off & Holidays
- Medical, Dental, Vision (Multiple Plans Available)
- Basic Life (Company Paid) & Supplemental Life
- Short and Long Term Disability (Company Paid)
- Flexible Spending Accounts/Health Savings Accounts
- Paid Parental Leave
- 401(k) with company match
- Tuition/Continuing Education Reimbursement
- Life Assistance Program
- Pet Care Discounts
Similar Jobs
Field Service Technician
Field Service Technician for installing and maintaining tray sealing machinery in the food industry. Responsible for performing repairs, installations, and customer support in a team-oriented environment.
Service Engineer
Industrial Refrigeration Engineer handling heavy commercial and industrial refrigeration systems. Responsible for maintenance, repairs, and proactive service at client sites in Scotland.
Field Service Technician IV
Field Service Technician providing mechanical and electrical services, including inspection and maintenance for Regal Rexnord products. Responsible for leading teams and ensuring quality service in North America and beyond.
Field Applications Engineer
Field Applications Engineer providing high-level technical consultation and support for RoBAT systems. Responsible for engineering support and management of system installations and maintenance.
Advanced Field Service Engineer – Turbo Controls Systems
Field Service Engineer providing technical support in Industrial Automation. Supporting customers on-site in Houston with potential travel across North America and internationally.
Director, Applied Field Engineering – AI/ML Product Specialist
Director of Applied Field Engineering leading specialized teams in AI/ML product deployment at Snowflake. Overseeing technical sales excellence and shaping product direction within a collaborative culture.
Field Service Engineer
Field Service Engineer ensuring technical performance of medical imaging systems across Slovakia. Traveling to customer sites, troubleshooting issues, and supporting installations with top-tier service.
Customer Service Engineer
Customer Service Engineer responsible for servicing and maintenance activities on GE HealthCare products. Building strong customer relationships while ensuring product quality and operational excellence.
Field Service Engineer
Field Service Engineer maintaining medical equipment for GE HealthCare. Responsible for installation, diagnostics, and preventative maintenance while ensuring compliance with local regulatory norms.
Field Service Technician
Field Service Technician delivering high-voltage electrical services in industrial and utility settings across British Columbia. Opportunity for growth and collaboration in a dynamic environment.
Field Service Technician – Swing Shift
Field Service Technician providing fuel cell service during field visits at Bloom Energy. Managing maintenance, repairs, and customer relationships while operating in the Northeast Region.
Field Service Engineer
Field Service Engineer providing on-site support and troubleshooting for Dell Technologies customers. Collaborating with remote support teams and delivering solutions during installations and maintenance.
Field Service Technician
Field Service Technician maintaining and repairing essential power distribution systems for commercial and industrial clients. Hands-on role requiring technical expertise and strong customer service orientation.
Network Field Service Technician
Network Field Service Technician providing field service and repair for various equipment and electronics. Traveling for project management and service provision across multiple locations.
Field Service Engineer – LC LCMS
Field Service Engineer supporting Agilent's chromatography technology in Sweden. Providing on-site support and troubleshooting for complex system issues in customer laboratories.
Field Service Engineer
Customer Support Engineer providing installation, optimization, and maintenance of chromatography systems in UK laboratories. Act as a technical authority and deliver advanced on-site customer support.
Field Service Engineer – Spectroscopy
Field Service Engineer supporting on-site installations and repairs for Agilent systems and products. Requires Bachelor's degree and 2+ years experience in a lab environment with travel expectations.
Field Service Engineer
Field Service Engineer responsible for on-site support for Agilent GCMS and multi-vendor systems. Installing, maintaining, and repairing systems while collaborating with cross-functional teams.
Field Service Technician
Field Service Technician traveling to customer sites for installations and maintenance of aviation ground support products. Requires mechanical expertise and customer communication skills.
Field Service Technician, Live Events
Field Service Technician diagnosing and repairing rental construction equipment for Sunbelt Rentals. Involves travel, on-call services, and ensuring safety compliance.