Field Support Representative I-Digital Radiography - San Francisco, CA or Sacramento, CA based

Field Support Representative I-Digital Radiography - San Francisco, CA or Sacramento, CA based
Sacramento, CA

Job Description

Seven thousand people, one global focus - enhancing the health and well-being of pets, people, and livestock.  We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better.
Provides initial and ongoing professional on-site customer and technical support, including installation, networking and activation of IDEXX Digital Radiography systems. Provides services along with in depth training on product utilization and process workflow, including peripheral products. Provides ongoing education and awareness to ensure full product utilization. Acts as the customer advocate to identify and fulfill practice needs to ensure satisfaction. Collaborates with sales and support teams to address customer issues. Adheres to and models the IDEXX Purpose & Guiding Principles.
  • Provides on-site customer support related to IDEXX Digital Radiography installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines. 
  • Diagnoses and addresses customer issues with the assistance of in-house technical resources and others as needed.  Plans and implements strategies for addressing more complex issues as needed. Follows up to ensure customer satisfaction
  • Collaborates with management and sales partners to develop and execute territory business strategies to meet customer needs and support IDEXX business objectives.
  • Develops territory management plan to effectively and efficiently maximize customer visits.
  • Delivers full staff trainings at customer sites.
  • Provides consultation on workflow and optimal processes.
  • Through effective discovery, identifies opportunities to educate customers on further utilization of IDEXX products and services.
  • Acting as the customer advocate, 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.
  • In a timely manner, thoroughly documents customer visits and interactions.
  • Supports quality management system and other compliance requirements.
  • Performs other duties as assigned.
  • Adheres to and models the IDEXX Purpose & Guiding Principles.

Job Qualifications

  • 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
  • 3-5+ Years related experience required.  Veterinary or lab experience preferred.
  • Veterinary Technician experience strongly preferred
  • Technical skills to troubleshoot and resolve problems with company products and services.
  • Communication skills, both written and verbal, including presentation skills.
  • Coordination and project management ability.
  • Relationship management skills
  • Ability to train customers on the use of technical equipment and effective process and workflow.
  • Ability to address and diffuse difficult customer situations
  • Ability to work with customers to understand and respond to the unique needs of each customer. 
  • Ability to discover unidentified needs of customer.
  • Ability to work collaboratively with sales partners to develop and execute strategic customer plans
  • Ability to collaborate with internal departments to solve problems and address customer needs
  • Good problem solving and research skills.
  • Strong organizational, time management and prioritization skills.
  • Strong business acumen
  • PC skills.
  • Installing and troubleshooting PC software applications.
  • Basic Networking understanding and fundamentals (wired and wireless).
  • May be required to lift, move and carry up to 60 pounds.
  • Ability to communicate in writing as well as verbally, on phone and in person.
  • Weekend hours and weekday overtime may be required.
  • Extensive overnight travel required.
  • Requires up to 85% travel (road warrior)
  • Ability to travel and work internationally.
  • Ability to drive a car for extended periods.
  • Customer locations.
  • Busy veterinary clinic environment.
  • Work around and/or have contact with animals (both small and large 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.

IDEXX is an EOE/Minority/Female/Disabled Veteran employer

Apply Now

© 2017 IDEXX All Rights Reserved.     |     IDEXX is an EOE/Minority/Female/Disabled Veteran employer Read supplemental language regarding EEOC.    |     Learn about the Pay Transparency Nondiscrimination Provision.     |     Accommodations for the application process | Recruiting Scams