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.