Field Support Specialist

2 weeks ago

Quebec City, Canada ANTECH diagnostics Full time

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

**Job Purpose/Overview**

The Field Support Specialist (FSS) role supports field sales activity by providing outstanding installation, onboarding and training, and integration support, as well as ongoing relationship management with our customers. The FSS is responsible for hardware and accessory installation, software connectivity for the Antech In-House Diagnostic (IHD) portfolio, Reference Lab (RL) portfolio, and other Mars Science and Diagnostic (SDx) products and services. The FSS provides detailed end-user hands-on technical and staff training for these services. They walk customers through software installation and launch newly-installed programs and analyzers for the first time. The FSS sends technical documentation to customers and end-users and makes recommendations to associates or customers. The FSS brings our customer support vision to life by demonstrating unwavering commitment to empathetic and caring veterinary diagnostic support from onboarding to relationship management to escalated support needs.

**Essential Duties and 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.
- 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.

**Education and Experience**
- 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.

**Knowledge, Skills and Abilities**
- In-house diagnostics utilizatio

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