Field Support Representative

JOB SUMMARY

We are looking for a motivated and dedicated Field Support Representative that can work with little direction to ensure high quality customer service. This role is an integral part of our commercial, customer-facing organization, with the primary focus on supporting customers by installing instruments, training clinic staff on their use and maintenance, and working closely with clinic teams and leadership to continuously expand their diagnostic capabilities. Our goal is to maximize customer engagement and conversions through effective customer training and meaningful interactions to support our business growth. Excellent problem-solving and time management skills are crucial for success in the role. The successful candidate will work within defined parameters to make decisions, apply concepts to issues of moderate complexity, and resolve issues through immediate action or short-term planning. 

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provides on-site customer support related to Company product or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines. 
• Install equipment at customer locations. Assemble components and tests operation. Adjust equipment as needed, coordinating with in-house resources and others. 
• Trains customers in the use of Company products, 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 Company products 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. 
• Establishes and maintains customer relationships through Company product or services, installation, education, knowledgeable interactions, and technical support and/or troubleshooting.  
• Provides support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience. 
• Identifies opportunities to inspire customer satisfaction and loyalty, promotes IDEXX products and services through education, and drives customer growth through utilization of new and existing modalities.  
• Communicates customer needs and coordinates with Sales, Customer Technical Support (CTS), R&D and/or others to address customer issues or for additional products and services as needed.  
• Collaborates with partners in the sales ecosystem, helps customers implement successful protocol changes, increases diagnostic capabilities, facilitates client communication, and optimizes instrument and practice workflow. 
• Conducts daily calls, customers’ pre-call planning prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience. 
• Details benefit of additional Company products and services as appropriate. 
• Documents customer visits, troubleshooting cases, and interactions in a timely manner on CRM platform 
• Performs other duties as assigned. 

QUALIFICATIONS AND LANGUAGE:  

• Bachelor's degree in Veterinary Medicine, Biomedical Engineering, Biochemistry, or related discipline preferred. 
• Minimum 3-5 years working experience in veterinary clinics, laboratory diagnostics or medical device field is preferred, other relevant experience will be considered. 
• Fluent in English and Cantonese. Mandarin is a plus  
• Proven track record in instrument installation, troubleshooting and customer training. 
• Experience in customer-facing roles with responsibility for technical education and workflow optimization.  

COMPETENCIES: 

• Communication skills, both written and verbal, including presentation skills. 
• Proven ability to build strong partnerships with customers and peers, gaining confidence and trust from others easily. 
• Plan and prioritize work in a dynamic environment, making quality, timely decisions. 
• Effective listening skills to understand customer needs and adapt approach accordingly. 
• Good problem solving and research skills. 
• Proficient with technology such as applications, tablets, smart devices, IT networking experience is a plus. 

PHYSICAL DEMANDS:

• Regularly required to stand and sit for extended periods; extend and reach with hands and arms; and use hands and fingers to handle, squeeze, twist and manipulate objects, controls and tools.
• Occasionally required to climb, balance, bend, stoop, kneel or crouch.
• May be required to lift, move and carry up to 60 pounds.
• Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
• Ability to communicate verbally on phone and in person.
• Fluency in the English language.
• Weekend hours and weekday overtime may be required.
• Extensive overnight travel required.
• Ability to travel and work internationally.
• Ability to drive 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.

KEY RESPONSIBLE TERRITORIES 

• Primarily responsible for Hong Kong, Macau, with occasional support to other territories on need basis.  

LEVELING GUIDE:

• Critical thinking, evaluation and judgement skills are evolving.  Can bring additional perspective and depth to thought process.   Building analytical skills and ability to think more broadly.  Developing ability to incorporate multiple viewpoints.
• Complexity in low to moderate range.  Able to think of and consider somewhat wider range of solutions and options to address problems.  Typically involved in assignments of shorter duration involving fewer people and resources.  
• Works independently on problems of limited to moderate scope.  Receives supervision as needed as experience builds.

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