Field Support Specialist - Spokane, WA

VCA Animal Hospitals

7d•$75,000 - $85,000•Onsite

About The Position

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 , R eference Lab (RL) portfolio, and other Mars Science and Diagnostic ( SDx ) products and services . T he FS S 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 make s 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.

Requirements

BS/BA degree in related field preferred, or combination of education and industry experience
4+ years relevant technical experience with demonstrated success.
Intermediate knowledge of Microsoft Office Suite and other computer software required .
Knowledge of basic computer networks and components required
Must possess good interpersonal skills with a customer service-oriented attitude .
Must have a strong planning & organizational skill with good attention to detail to handle a complex installation, training and support schedule.
Proven ability to follow through and resolve issues
Must be willing to be a team player and assist inside and outside of assigned areas as needed.
Extensive travel with frequent clinic visits and overnight travel will be required up to 75% of the time.

Nice To Haves

Previous veterinary medicine background preferred, and prior customer service preferred .
IHD d iagnostics experience: collection, preparation, testing, etc.
In-house diagnostics utilization , installation and training experience preferred
Ability to efficiently shift focus from one task to another during heavy workload (including travel, phone, email and data entry)
Must work well independently with minimal direction .
Able to determine when escalation of issues to leadership and manufacturing is necessary.

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.
Coordinate phone and online applications support as part of the ongoing training process (pre and post training) and as back up assistance to the Technical Support department.
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 s ales cycle regarding interaction/technical/workflow issues.
P roduces 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 n eeded 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.
M aintains 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 an d 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.