The Technical Services Field Representative will provide on-site technical support for customers in an assigned territory. Investigate, troubleshoot and resolve technical issues with IDEXX in-clinic diagnostic equipment. Install and set up diagnostic equipment and train customer on use and workflow. Act as the customer advocate by gaining insightful knowledge of the customer issues and needs and then communicating these to the appropriate IDEXX lines of business. Regularly communicate and coordinate with other internal IDEXX departments on problem resolution to ensure maximum customer satisfaction.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Act as primary contact for the customer in the resolution of all product related technical issues that are determined to require on-site troubleshooting expertise. Prioritize and plan customer site visits by integrating upcoming installations and/or customer follow up visits into the travel schedule for troubleshooting visits.


• Provide troubleshooting support to at-risk clients whose critical cases have been assigned by the Account Relationship Representative.


• Install, set up and train clients at new and existing customer accounts.


• Research customer history using Customer Relationship Management databases and internal sales contacts to gain pre-call insight.


• Verify customer issues and needs then develop and execute correction plan.


• Update Customer Relationship Management database with a summary of the incident and actions taken.


• Follow up with appropriate company resources to close out remaining customer issues.


• Provide feedback to R&D and product management teams regarding customer needs, thereby furthering the company’s efforts in the development of new products or product improvements


• Promote company products and make presentations at a minimum of one trade show, scientific or other function each year.


• Provide occasional training or technical assistance to other representatives, new employees and other personnel.

EDUCATION:

• Bachelors’ degree in Biological or Animal Sciences preferred.
  
• Certification as a Veterinary Technician or a combination of education and experience

EXPERIENCE:

• Vet Tech experience strongly preferred
  
• Hematology and Chemistry knowledge preferred
  
• Technical Field Service experience a plus •
  
• Face-to-face Customer Support experience highly desired

REQUIRED SKILLS AND ABILITIES:

• Strong Technical troubleshooting skills; including assay, technique issues, hardware and software problems
  
• Proven and demonstrated strong customer service
  
• Proven effective verbal and written communication skills
  
• Ability to train customers on the use of technical equipment and effective process and workflow
  
• Good working knowledge of spreadsheet, word processing, database, and data collection software
  
• Ability to address and diffuse difficult customer situations
  
• 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

PHYSICAL DEMANDS:

• Requires up to75% travel within assigned territory; with occasional travel to locations outside of territory
  
• Ability to lift equipment weighing up to 60 pounds

No unsolicited Employment Agency resumes are accepted.