Field Support Representative

PRIMARY DUTIES AND RESPONSIBILITIES:

• Install In-house Devices (IHD) at customer locations. Adjust devices as needed in coordination with the environment and other resources. Assemble components, test operations, and perform quality control. Diagnose and resolve technical issues if presented.
• Provide customer training in the use of our IHD products and services. Provide training in a variety of formats, utilizing existing and/or developing educational material (eg. Videos, manuals and PPTs) to ensure customer satisfaction.
• Conduct Full Staff Trainings, utilizing existing and/or developing educational material (eg. Videos, manuals and PPTs) and organizing training sessions with the customer. Collaborate with teams (eg. Sales, Professional Service Veterinarians) to create training modules and find patterns in customer success and improve accordingly.
• Organize regular and post-installation customer visits. Research customers prior to 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.
• Provide support for new and existing customer and go-live events. Communicate customer needs and coordinate with Sales, Customer Technical Support (CTS), R&D and/or others to address customer issues or for additional products and services as needed.
• Provide on-site complex technical support related to our In-house Devices in compliance with established protocols, policies, and applicable regulatory guidelines. Consult with CTS to identify what has already been performed to resolve the complex issue and continuously collaborate to resolve and meet customers’ needs.
• Document all customer visits and interactions in a timely manner and adhere to and model the IDEXX Purpose & Guiding Principles.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:
EDUCATION:

• Bachelor’s degree or equivalent required, with Science-related courses desired.

EXPERIENCE:

• 3-5 Years related experience required. Veterinary/medical or lab experience preferred.

REQUIRED SKILLS AND ABILITIES:

• Technical skills to troubleshoot and resolve problems with Company products and services.
• English and Korean communication skills, both written and verbal, including presentation skills.
• Ability to coordinate and mange projects.
• Excellent interpersonal skills with the ability to address, adapt and diffuse varying customer situations using effective communication to meet their unique needs.
• Ability to train customers on the use of technical equipment, effective processes, and workflow.
• Ability to work collaboratively with internal departments to solve problems and address customer needs in a timely manner.
• Good problem solving and research skills.
• Strong organizational, time management and prioritization skills.
• PC skills.
• Experience or training in customer service is desired.

PHYSICAL DEMANDS:

• Ability to drive car for extended periods.
• Regularly required to stand and sit for extended periods; extend and stretch out 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 and flex the legs.
• 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.
• Weekend hours and weekday overtime may be required.
• Extensive overnight travel required.
• Ability to travel over the country.

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.

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