Field Support Specialist - Raleigh- Durham, NC

Work Type:
Field Based

Location:

Raleigh‑Durham, NC. Candidates must be based within the territory.

Target Pay Range: $64,000–$70,000 annually.

The Field Support Specialist (FSS) role supports field sales activity by providing outstanding installation, onboarding and training, integration support, and 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, walks customers through software installation and launches newly‑installed programs and analyzers for the first time, and sends technical documentation to customers and end‑users while making 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 through relationship management to escalated support needs.

• 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, 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 backup assistance to the Technical Support department.
• Perform troubleshooting on system performance designed to improve customer self‑sufficiency.
• Recognize and communicate product issues and potential improvements to others in the organization in a timely and effective manner.
• Collaborate during the sales cycle regarding interaction/technical/workflow issues.
• Produce high quality work in a timely manner.
• Ensure compliance to training standards and use independent judgment to recommend updates to those standards, and implement those updates.
• Review and provide suggested optimization for individual clinic sample handling, workflow, and patient results management.
• Actively support RL portfolio growth and ensure integration of RL offerings with client software, troubleshoot connectivity/integration issues and train 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 of 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.
• Maintain efficiency of clinic coverage, accountable to maintain call coverage within set guidelines.
• Prepare, provide and convey diversified information, which may be of a technical or competitive nature through departmental procedures and directives.
• Serve as an on‑site liaison between the customer and Antech.
• Consult in the sales cycle regarding interaction/technical/workflow issues.
• Manage time; territory, systems and accounts effectively to meet customer needs; organizational…