Field Support Specialist - Québec City, Canada - Antech Diagnostics

Description

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.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.

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.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.

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.
• 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 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 utilization, installation and training experience preferred
• Must work well independently with minimal direction.
• Able to determine when escalation of issues to leadership and manufacturing is necessary.
• 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.
• Other duties as assigned.

Travel

Extensive travel with frequent clinic visits and overnight travel will be required up to 75% of the time.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 50 pounds.

The Target Pay Range for this position is $58,600-$70,000 annually. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.