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Field Support Representative

5 months ago

Bangkok, Bangkok, Thailand IDEXX Full time
PRIMARY DUTIES AND RESPONSIBILITIES:
  • Provide on-site customer support for company products or service installations, training, and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.
  • Install products and services at customer locations. Assembles components and tests operation. Adjust equipment as needed, coordinating with in-house resources and others.
  • Train customers in the use of company products, equipment, and services. Provide 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.
  • Troubleshoot customer problems and issues with company products and services. Diagnose and fix problems with the assistance of in-house technical resources and others as needed. Plan and implement strategies for addressing more complex issues as needed.
  • Provide support for new customer installations and go-live events, responding to any issues that arise and coordinating resolutions to ensure a smooth customer experience.
  • Communicate customer needs for additional products and services to the sales team, research & development, and others. Coordinate other teams and additional resources to address customer issues as needed. Ensure ongoing customer satisfaction.
  • Research customers before site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.
  • Detail benefits of additional Company products and services as appropriate.
  • Document customer visits and interactions.
  • Perform other duties as assigned.
  • Adhere to and model the IDEXX Purpose & Guiding Principles.
MINIMUM QUALIFICATIONS:EDUCATION:

Bachelor's degree or equivalent required. Additional science-related coursework is a plus.

EXPERIENCE:

2-5+ Years of related experience required. Veterinary or lab experience preferred.

REQUIRED SKILLS AND ABILITIES:
  • Technical skills to troubleshoot and resolve problems with company products and services.
  • Communication skills: listening, writing, and verbal, including presentation skills.
  • Coordination and project management ability.
  • Relationship management skills, including the ability to resolve difficult customer situations.
  • Ability to train customers on the use of technical equipment and effective processes and workflow.
  • Ability to address and diffuse difficult customer situations.
  • Ability to negotiate with internal and external customers while working.
  • Ability to adapt to varying customer situations and by effective listening skills, understand and respond to the unique needs of each customer.
  • Ability to collaborative work 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.
  • Experience or training in customer service will be preferred.
  • Fluency in the English language will be preferred.
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 Ibs (27 kg).
  • Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus .
  • Hearing acuity is sufficient to effectively communicate with customers and Employees via telephone and in person.
  • Ability to communicate verbally on the phone and in person.
  • Weekend hours and weekday overtime may be required.
  • Extensive overnight travel is required.
  • Ability to travel over the country.
  • Ability to drive a car for extended periods.
WORK ENVIRONMENT:
  • Customer locations.
  • Busy veterinary clinic/hospital environment.
  • Workaround 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.