Field Support Representative

JOB SUMMARY

Provides on-site customer and/or technical support related to Company product or service installation, training and/or troubleshooting. Installs products and services at customer locations, trains customers in their use and investigates and resolves any technical or other problems. Coordinates with Company technical and other resources to address customer issues. Supports quality management system and other compliance requirements.

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.
• Installs 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 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.
• 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.

EDUCATION:

• High School degree or equivalent combination of education and experience required. Associates degree or equivalent preferred.

REQUIRED SKILLS AND ABILITIES:

• 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, including ability to resolve difficult customer situations.
• 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 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.

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.

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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